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ISO 20000 Self Assessment Checklist and Implementation Guide

ISO 20000 Self Assessment Checklist and Implementation Guide

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ISO 20000 Self Assessment Checklist and Implementation Guide Course Curriculum

Welcome to the comprehensive ISO 20000 Self Assessment Checklist and Implementation Guide course, designed to equip you with the knowledge and skills necessary to implement and maintain a service management system that meets the requirements of the ISO 20000 standard.



Course Overview

This extensive and detailed course curriculum is organized into 10 chapters, covering over 80 topics related to ISO 20000. Upon completion, participants will receive a certificate issued by The Art of Service.



Course Outline

Chapter 1: Introduction to ISO 20000

  • Overview of the ISO 20000 standard
  • Benefits of implementing ISO 20000
  • Understanding the service management system (SMS)
  • Key concepts and terminology

Chapter 2: Service Management System (SMS) Requirements

  • Understanding the SMS requirements
  • Establishing the SMS scope
  • Developing the SMS policy and objectives
  • Roles and responsibilities within the SMS

Chapter 3: Service Design and Transition

  • Service design principles
  • Service catalogue management
  • Service level management
  • Service transition planning and support

Chapter 4: Service Operation

  • Service operation principles
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management

Chapter 5: Continual Service Improvement (CSI)

  • CSI principles
  • Service reporting
  • Service level management
  • Continual improvement methods

Chapter 6: ISO 20000 Self Assessment Checklist

  • Understanding the self-assessment process
  • Preparing for the self-assessment
  • Conducting the self-assessment
  • Analyzing and reporting results

Chapter 7: Implementing ISO 20000

  • Developing an implementation plan
  • Establishing a project team
  • Gaining stakeholder buy-in
  • Implementing the SMS

Chapter 8: Maintaining and Improving the SMS

  • Maintaining the SMS
  • Continual improvement
  • Internal audits
  • Management review

Chapter 9: ISO 20000 Certification

  • Understanding the certification process
  • Preparing for certification
  • The certification audit
  • Maintaining certification

Chapter 10: Case Studies and Best Practices

  • Real-world examples of ISO 20000 implementation
  • Best practices for service management
  • Lessons learned from ISO 20000 implementations


Course Features

This comprehensive course is designed to be:

  • Interactive: Engage with interactive content, including quizzes, assessments, and discussions.
  • Engaging: Learn through a mix of video, text, and interactive content.
  • Comprehensive: Covering over 80 topics related to ISO 20000.
  • Personalized: Learn at your own pace and track your progress.
  • Up-to-date: Stay current with the latest developments in ISO 20000.
  • Practical: Apply your knowledge through hands-on projects and real-world examples.
  • High-quality content: Expertly developed content to ensure a rich learning experience.
  • Expert instructors: Learn from experienced professionals with expertise in ISO 20000.
  • Certification: Receive a certificate upon completion, issued by The Art of Service.
  • Flexible learning: Learn at your own pace, anytime, anywhere.
  • User-friendly: Easy to navigate and use, with a responsive design.
  • Mobile-accessible: Access the course on your mobile device.
  • Community-driven: Connect with other learners and experts through discussion forums.
  • Actionable insights: Apply your knowledge to real-world scenarios.
  • Hands-on projects: Practice your skills through interactive projects.
  • Bite-sized lessons: Learn in manageable chunks.
  • Lifetime access: Access the course content for a lifetime.
  • Gamification: Engage with interactive elements, such as badges and points.
  • Progress tracking: Monitor your progress and stay motivated.


Upon Completion

Upon completing this course, participants will receive a certificate issued by The Art of Service, demonstrating their expertise in ISO 20000 and their ability to implement and maintain a service management system that meets the requirements of the ISO 20000 standard.

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