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ISO 20000 Masterclass; Implementing and Auditing an IT Service Management System

ISO 20000 Masterclass; Implementing and Auditing an IT Service Management System

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ISO 20000 Masterclass: Implementing and Auditing an IT Service Management System



Course Overview

This comprehensive course is designed to equip participants with the knowledge and skills necessary to implement and audit an IT Service Management System (ITSMS) in accordance with the ISO 20000 standard. Upon completion of this course, participants will receive a certificate issued by The Art of Service.



Course Features

  • Interactive and engaging learning experience
  • Comprehensive and up-to-date content
  • Personalized learning approach
  • Practical and real-world applications
  • High-quality content developed by expert instructors
  • Certificate issued by The Art of Service upon completion
  • Flexible learning options
  • User-friendly and mobile-accessible platform
  • Community-driven learning environment
  • Actionable insights and hands-on projects
  • Bite-sized lessons for easy learning
  • Lifetime access to course materials
  • Gamification and progress tracking features


Course Outline

Module 1: Introduction to ISO 20000 and IT Service Management

  • Overview of the ISO 20000 standard
  • IT Service Management (ITSM) concepts and principles
  • Benefits of implementing an ITSM system
  • Key components of an ITSM system

Module 2: Planning and Implementing an IT Service Management System

  • Defining the scope and objectives of the ITSM system
  • Establishing a project plan and timeline
  • Identifying and allocating resources
  • Developing a communication plan
  • Establishing a continuous improvement process

Module 3: Service Management Processes

  • Service Desk and 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 4: Service Management Functions

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Supplier Management
  • IT Service Management Metrics and Reporting

Module 5: Auditing and Certification

  • Understanding the audit process
  • Preparing for an audit
  • Conducting an internal audit
  • Managing audit findings and corrective actions
  • Certification and surveillance audits

Module 6: Continual Improvement and Maintenance

  • Establishing a continual improvement process
  • Identifying and prioritizing improvements
  • Developing and implementing improvement plans
  • Monitoring and reviewing improvement progress
  • Maintaining the ITSM system

Module 7: Implementation and Operation of the ITSM System

  • Implementing the ITSM system
  • Operating the ITSM system
  • Monitoring and reviewing the ITSM system
  • Maintaining the ITSM system

Module 8: Management Review and Evaluation

  • Establishing a management review process
  • Conducting a management review
  • Evaluating the effectiveness of the ITSM system
  • Identifying and addressing areas for improvement

Module 9: Advanced IT Service Management Topics

  • IT Service Management and Cloud Computing
  • IT Service Management and DevOps
  • IT Service Management and Agile
  • IT Service Management and Cybersecurity

Module 10: Final Project and Certification

  • Final project: Implementing an ITSM system
  • Final exam: ISO 20000 Masterclass
  • Certificate issuance


Certificate Issuance

Upon completion of this course, participants will receive a certificate issued by The Art of Service, demonstrating their knowledge and skills in implementing and auditing an IT Service Management System in accordance with the ISO 20000 standard.

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