ISO 20000 Implementation and Management: A Step-by-Step Guide
Course Overview This comprehensive course provides a step-by-step guide to implementing and managing an ISO 20000-compliant Service Management System (SMS). Participants will gain a deep understanding of the standard, its requirements, and the benefits of implementing an SMS. Upon completion, participants will receive a certificate issued by The Art of Service.
Course Objectives - Understand the principles and requirements of ISO 20000
- Learn how to implement and manage an SMS
- Understand the benefits of implementing an SMS
- Gain practical knowledge of how to apply the standard in real-world scenarios
- Prepare for the ISO 20000 certification exam
Course Outline Module 1: Introduction to ISO 20000
- Overview of ISO 20000
- History and development of the standard
- Key principles and requirements
- Benefits of implementing an SMS
Module 2: Service Management System (SMS) Fundamentals
- Definition and scope of an SMS
- Key components of an SMS
- Service management processes
- Service management policies and procedures
Module 3: Planning and Implementing an SMS
- Planning and preparation for SMS implementation
- Defining the scope of the SMS
- Establishing service management policies and procedures
- Implementing service management processes
Module 4: Service Management Processes
- Service desk management
- Incident management
- Problem management
- Change management
- Release and deployment management
- Service level management
- Capacity management
- Availability management
- IT service continuity management
- Information security management
Module 5: Service Management Policies and Procedures
- Defining service management policies
- Establishing service management procedures
- Documenting policies and procedures
- Communicating policies and procedures
Module 6: Service Management Roles and Responsibilities
- Defining service management roles
- Establishing service management responsibilities
- Assigning roles and responsibilities
- Training and awareness
Module 7: Service Management Metrics and Measurement
- Defining service management metrics
- Establishing service management measurement
- Collecting and analyzing data
- Reporting and communicating results
Module 8: Continual Improvement and Auditing
- Continual improvement principles
- Service management auditing
- Internal audits
- External audits
- Continual improvement activities
Module 9: ISO 20000 Certification and Compliance
- ISO 20000 certification process
- Compliance requirements
- Maintaining certification
- Continual improvement and compliance
Module 10: Implementation and Management of an SMS
- Implementation planning
- Implementation and deployment
- Service management system maintenance
- Continual improvement and management
Course Features - Interactive and engaging online learning experience
- Comprehensive course materials and resources
- Personalized learning experience
- Up-to-date content and materials
- Practical and real-world applications
- High-quality content and instruction
- Expert instructors and support
- Certification upon completion
- Flexible learning schedule
- User-friendly online platform
- Mobile-accessible course materials
- Community-driven learning environment
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking
Certificate Upon completion of the course, participants will receive a certificate issued by The Art of Service.,
- Understand the principles and requirements of ISO 20000
- Learn how to implement and manage an SMS
- Understand the benefits of implementing an SMS
- Gain practical knowledge of how to apply the standard in real-world scenarios
- Prepare for the ISO 20000 certification exam
Course Outline Module 1: Introduction to ISO 20000
- Overview of ISO 20000
- History and development of the standard
- Key principles and requirements
- Benefits of implementing an SMS
Module 2: Service Management System (SMS) Fundamentals
- Definition and scope of an SMS
- Key components of an SMS
- Service management processes
- Service management policies and procedures
Module 3: Planning and Implementing an SMS
- Planning and preparation for SMS implementation
- Defining the scope of the SMS
- Establishing service management policies and procedures
- Implementing service management processes
Module 4: Service Management Processes
- Service desk management
- Incident management
- Problem management
- Change management
- Release and deployment management
- Service level management
- Capacity management
- Availability management
- IT service continuity management
- Information security management
Module 5: Service Management Policies and Procedures
- Defining service management policies
- Establishing service management procedures
- Documenting policies and procedures
- Communicating policies and procedures
Module 6: Service Management Roles and Responsibilities
- Defining service management roles
- Establishing service management responsibilities
- Assigning roles and responsibilities
- Training and awareness
Module 7: Service Management Metrics and Measurement
- Defining service management metrics
- Establishing service management measurement
- Collecting and analyzing data
- Reporting and communicating results
Module 8: Continual Improvement and Auditing
- Continual improvement principles
- Service management auditing
- Internal audits
- External audits
- Continual improvement activities
Module 9: ISO 20000 Certification and Compliance
- ISO 20000 certification process
- Compliance requirements
- Maintaining certification
- Continual improvement and compliance
Module 10: Implementation and Management of an SMS
- Implementation planning
- Implementation and deployment
- Service management system maintenance
- Continual improvement and management
Course Features - Interactive and engaging online learning experience
- Comprehensive course materials and resources
- Personalized learning experience
- Up-to-date content and materials
- Practical and real-world applications
- High-quality content and instruction
- Expert instructors and support
- Certification upon completion
- Flexible learning schedule
- User-friendly online platform
- Mobile-accessible course materials
- Community-driven learning environment
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking
Certificate Upon completion of the course, participants will receive a certificate issued by The Art of Service.,
- Interactive and engaging online learning experience
- Comprehensive course materials and resources
- Personalized learning experience
- Up-to-date content and materials
- Practical and real-world applications
- High-quality content and instruction
- Expert instructors and support
- Certification upon completion
- Flexible learning schedule
- User-friendly online platform
- Mobile-accessible course materials
- Community-driven learning environment
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking