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ISO 20000 A Comprehensive Implementation Guide

ISO 20000 A Comprehensive Implementation Guide

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ISO 20000: A Comprehensive Implementation Guide

Unlock the power of IT Service Management with our extensive and detailed course curriculum, carefully crafted to equip you with the knowledge and skills needed to implement ISO 20000 effectively.



Course Overview

This comprehensive course is designed to provide participants with a thorough understanding of the ISO 20000 standard and its implementation. The course is divided into 8 modules, covering a total of 80 topics, ensuring that you gain a deep understanding of the subject matter.



Course Outline

Module 1: Introduction to ISO 20000

  • Overview of ISO 20000
  • History and evolution of the standard
  • Benefits of implementing ISO 20000
  • Key concepts and terminology
  • Understanding the ISO 20000 certification process

Module 2: Service Management System (SMS)

  • Introduction to Service Management System (SMS)
  • Key components of an SMS
  • Designing and implementing an SMS
  • SMS policies and procedures
  • Roles and responsibilities within an SMS

Module 3: Service Design

  • Principles of service design
  • Service catalog management
  • Service level management
  • Capacity and availability management
  • IT service continuity management

Module 4: Service Transition

  • Introduction to service transition
  • Change management
  • Service asset and configuration management
  • Release and deployment management
  • Service validation and testing

Module 5: Service Operation

  • Principles of service operation
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management

Module 6: Continual Service Improvement (CSI)

  • Introduction to Continual Service Improvement (CSI)
  • CSI principles and activities
  • Service reporting and measurement
  • Service level management and CSI
  • CSI and service improvement plans

Module 7: ISO 20000 Implementation

  • Gap analysis and readiness assessment
  • Creating an implementation plan
  • Implementing ISO 20000 requirements
  • Managing documentation and records
  • Auditing and reviewing the SMS

Module 8: Certification and Maintenance

  • Understanding the certification process
  • Preparing for the certification audit
  • Maintaining ISO 20000 certification
  • Continual improvement and surveillance audits
  • Handling non-conformities and corrective actions


Course Benefits

Upon completion of this course, participants will:

  • Gain a comprehensive understanding of the ISO 20000 standard
  • Be able to design and implement an effective Service Management System (SMS)
  • Understand the key principles and practices of service management
  • Be equipped to manage service design, transition, operation, and continual improvement
  • Receive a certificate upon completion issued by The Art of Service


Course Features

This course is designed to be:

  • Interactive: Engage with expert instructors and participate in discussions
  • Comprehensive: Covering 80 topics across 8 modules
  • Personalized: Learn at your own pace and access course materials anytime
  • Up-to-date: Aligned with the latest ISO 20000 standards and best practices
  • Practical: Includes real-world examples and case studies
  • Flexible: Access the course from anywhere, on any device
  • User-friendly: Easy to navigate and intuitive course platform
  • Mobile-accessible: Learn on-the-go with our mobile-friendly course platform
  • Community-driven: Join a community of professionals and experts
  • Actionable insights: Gain practical knowledge and skills
  • Hands-on projects: Apply your knowledge with real-world projects
  • Bite-sized lessons: Learn in manageable chunks
  • Lifetime access: Access the course materials for a lifetime
  • Gamification: Engage with interactive elements and track your progress
  • Progress tracking: Monitor your progress and stay motivated
Join our comprehensive course today and take the first step towards achieving ISO 20000 certification!

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