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ISO 20000 Implementation and Auditing Best Practices

ISO 20000 Implementation and Auditing Best Practices

$199.00
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ISO 20000 Implementation and Auditing Best Practices Course Curriculum

This comprehensive course is designed to provide participants with the knowledge and skills necessary to implement and audit ISO 20000, the international standard for IT service management. Upon completion, participants will receive a certificate issued by The Art of Service.



Course Overview

This interactive and engaging course is structured into 8 modules, covering a total of 80 topics. The curriculum is designed to be comprehensive, practical, and up-to-date, with a focus on real-world applications and hands-on projects.



Course Outline

Module 1: Introduction to ISO 20000

  • Overview of ISO 20000 and its benefits
  • History and evolution of ISO 20000
  • Key concepts and terminology
  • Understanding the ISO 20000 standard
  • ISO 20000 certification and its advantages

Module 2: Service Management System (SMS)

  • Understanding the Service Management System (SMS)
  • Designing and implementing an SMS
  • SMS policies and objectives
  • Roles and responsibilities within an SMS
  • SMS documentation and record-keeping

Module 3: Service Delivery Processes

  • Service level management
  • Service catalogue management
  • Capacity and availability management
  • IT service continuity management
  • Service reporting and review

Module 4: Relationship Processes

  • Business relationship management
  • Supplier management
  • Customer-facing service processes
  • Understanding customer needs and expectations
  • Effective communication with stakeholders

Module 5: Resolution Processes

  • Incident management
  • Problem management
  • Request fulfillment
  • Effective incident, problem, and request management
  • Root cause analysis and resolution

Module 6: Control Processes

  • Change management
  • Release and deployment management
  • Configuration management
  • Knowledge management
  • Effective control and management of changes

Module 7: Auditing ISO 20000

  • Auditing principles and techniques
  • Audit planning and preparation
  • Conducting an ISO 20000 audit
  • Audit reporting and follow-up
  • Best practices for auditing ISO 20000

Module 8: Implementation and Certification

  • Implementation roadmap for ISO 20000
  • Gap analysis and remediation
  • Certification process and timeline
  • Maintaining certification and continuous improvement
  • Best practices for ISO 20000 implementation and certification


Course Features

This course is designed to be:

  • Interactive: Engage with expert instructors and participate in discussions
  • Comprehensive: Covering 80 topics in 8 modules
  • Personalized: Learn at your own pace and convenience
  • Up-to-date: Aligned with the latest ISO 20000 standard
  • Practical: Focus on real-world applications and hands-on projects
  • High-quality content: Developed by expert instructors
  • Flexible learning: Access the course from anywhere, at any time
  • User-friendly: Easy navigation and intuitive interface
  • Mobile-accessible: Learn on-the-go, on any device
  • Community-driven: Join a community of professionals and experts
  • Actionable insights: Apply knowledge and skills to real-world scenarios
  • Hands-on projects: Practice and reinforce learning
  • Bite-sized lessons: Learn in manageable chunks
  • Lifetime access: Access the course materials for a lifetime
  • Gamification: Engage with interactive elements and track progress
  • Progress tracking: Monitor your progress and stay motivated


Certification

Upon completion of the course, participants will receive a certificate issued by The Art of Service, demonstrating their expertise in ISO 20000 implementation and auditing best practices.

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