ISO 20000 Foundation Training and Certification for IT Service Management Systems
This comprehensive course is designed to provide participants with a thorough understanding of the ISO 20000 standard for IT Service Management Systems (ITSMS). Upon completion, participants will receive a certificate issued by The Art of Service.Course Overview The ISO 20000 Foundation Training and Certification course is an interactive, engaging, and comprehensive program that covers the principles and practices of IT Service Management Systems. The course is designed to provide participants with a deep understanding of the ISO 20000 standard and its application in real-world scenarios.
Course Objectives - Understand the principles and concepts of IT Service Management Systems (ITSMS)
- Familiarize yourself with the ISO 20000 standard and its requirements
- Learn how to implement and maintain an effective ITSMS
- Understand the importance of continual improvement and service level management
- Gain knowledge of the different processes and functions within an ITSMS
Course Outline Module 1: Introduction to IT Service Management Systems (ITSMS)
- Definition and scope of ITSMS
- Benefits of implementing an ITSMS
- Overview of the ISO 20000 standard
- Key concepts and principles of ITSMS
Module 2: Understanding the ISO 20000 Standard
- Overview of the ISO 20000 standard
- Structure and content of the standard
- Key requirements and clauses
- Understanding the certification process
Module 3: Service Management Processes
- Service level management
- Service catalogue management
- Service level agreement (SLA) management
- Capacity and availability management
- IT service continuity management
- Information security management
Module 4: Service Desk and Incident Management
- Service desk function
- Incident management process
- Incident classification and prioritization
- Incident resolution and closure
Module 5: Problem Management and Change Management
- Problem management process
- Problem identification and logging
- Problem investigation and diagnosis
- Change management process
- Change request management
- Change implementation and verification
Module 6: Continual Improvement and Service Level Management
- Continual improvement principles
- Service level management
- Service level agreements (SLAs)
- Service level reporting and review
Module 7: Implementing and Maintaining an ITSMS
- ITSMS implementation planning
- ITSMS implementation and deployment
- ITSMS maintenance and continual improvement
- ITSMS audit and certification
Module 8: Case Studies and Group Exercises
- Real-world case studies
- Group exercises and discussions
- Hands-on projects and activities
Course Benefits - Comprehensive understanding of the ISO 20000 standard
- Practical knowledge of ITSMS implementation and maintenance
- Improved skills in service management and continual improvement
- Enhanced career opportunities in IT service management
- Certificate issued by The Art of Service upon completion
Course Features - Interactive and engaging course design
- Comprehensive and up-to-date course content
- Expert instructors with industry experience
- Flexible learning options
- User-friendly and mobile-accessible course platform
- Community-driven discussion forums
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking
Upon completion of this course, participants will have gained a comprehensive understanding of the ISO 20000 standard and its application in real-world scenarios. They will be equipped with the knowledge and skills necessary to implement and maintain an effective IT Service Management System, and will receive a certificate issued by The Art of Service.,
- Understand the principles and concepts of IT Service Management Systems (ITSMS)
- Familiarize yourself with the ISO 20000 standard and its requirements
- Learn how to implement and maintain an effective ITSMS
- Understand the importance of continual improvement and service level management
- Gain knowledge of the different processes and functions within an ITSMS
Course Outline Module 1: Introduction to IT Service Management Systems (ITSMS)
- Definition and scope of ITSMS
- Benefits of implementing an ITSMS
- Overview of the ISO 20000 standard
- Key concepts and principles of ITSMS
Module 2: Understanding the ISO 20000 Standard
- Overview of the ISO 20000 standard
- Structure and content of the standard
- Key requirements and clauses
- Understanding the certification process
Module 3: Service Management Processes
- Service level management
- Service catalogue management
- Service level agreement (SLA) management
- Capacity and availability management
- IT service continuity management
- Information security management
Module 4: Service Desk and Incident Management
- Service desk function
- Incident management process
- Incident classification and prioritization
- Incident resolution and closure
Module 5: Problem Management and Change Management
- Problem management process
- Problem identification and logging
- Problem investigation and diagnosis
- Change management process
- Change request management
- Change implementation and verification
Module 6: Continual Improvement and Service Level Management
- Continual improvement principles
- Service level management
- Service level agreements (SLAs)
- Service level reporting and review
Module 7: Implementing and Maintaining an ITSMS
- ITSMS implementation planning
- ITSMS implementation and deployment
- ITSMS maintenance and continual improvement
- ITSMS audit and certification
Module 8: Case Studies and Group Exercises
- Real-world case studies
- Group exercises and discussions
- Hands-on projects and activities
Course Benefits - Comprehensive understanding of the ISO 20000 standard
- Practical knowledge of ITSMS implementation and maintenance
- Improved skills in service management and continual improvement
- Enhanced career opportunities in IT service management
- Certificate issued by The Art of Service upon completion
Course Features - Interactive and engaging course design
- Comprehensive and up-to-date course content
- Expert instructors with industry experience
- Flexible learning options
- User-friendly and mobile-accessible course platform
- Community-driven discussion forums
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking
Upon completion of this course, participants will have gained a comprehensive understanding of the ISO 20000 standard and its application in real-world scenarios. They will be equipped with the knowledge and skills necessary to implement and maintain an effective IT Service Management System, and will receive a certificate issued by The Art of Service.,
- Comprehensive understanding of the ISO 20000 standard
- Practical knowledge of ITSMS implementation and maintenance
- Improved skills in service management and continual improvement
- Enhanced career opportunities in IT service management
- Certificate issued by The Art of Service upon completion