Description
Overview
- 8:30:00 Hours
- 12 Months Access
- Presented by highly qualified, industry leading experts
The ISO/IEC 20000 Foundation training course enables you to learn the basic elements to implement and manage a Service Management System as specified in ISO/IEC 20000.
ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.
Course Details
Objectives
- Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks.
- Understand the approaches, methods and techniques used for the implementation and management of an SMS.
- Understand the elements and operations of a service management system and its principal processes.
Audience
- This course is aimed at staff working within an ITSM service provider organization that requires a basic understanding of the standard.
Prerequisites
- A fundamental understanding of the ISO/IEC 20000-1 standard, implementation principles and service management concepts.
Course Outline
Top of Form
ISO/IEC 20000 FOUNDATION
- Overview
- The Foundation Exam
- Concepts Of Service Management
- Concepts Of ISO/IEC 20,000
- What Is A Service Management System
- SMS: Context Of The Organization
- SMS: Leadership And Risk Management
- SMS: 3rd Parties, Documentation, Resource Mgmt
- Scope, Plan And Support The SMS
- SMS: Performance Evaluation And Improvement
- Service Design And Transition
- Service Catalog, Service Asset, Configuration Mgmt
- BRM, SLM, Supplier Management
- Budgeting, Accounting, Demand, Capacity Mgmt
- Change Mgmt, Release And Deployment
- Service Request, Incident, Problem Mgmt
- Availability, Continuity, Security Mgmt
- August 2019 Update
- Exam Preparation
- Sample Paper
- Sample Paper Part 2