Mastering ISO 20000: A Step-by-Step Guide to IT Service Management
Course Overview This comprehensive course is designed to provide participants with a thorough understanding of the principles and practices of IT Service Management (ITSM) based on the ISO 20000 standard. Participants will gain the knowledge and skills necessary to implement and maintain an effective ITSM system that meets the requirements of the standard.
Course Objectives - Understand the principles and concepts of ITSM and ISO 20000
- Learn how to implement and maintain an effective ITSM system
- Gain the knowledge and skills necessary to pass the ISO 20000 certification exam
- Understand how to apply the principles of ITSM in real-world scenarios
- Develop the skills necessary to lead and manage ITSM initiatives
Course Outline Module 1: Introduction to IT Service Management
- Definition and scope of ITSM
- Benefits of ITSM
- Overview of the ISO 20000 standard
- ITSM frameworks and models
Module 2: IT Service Management Processes
- Service desk and incident management
- Problem management
- Change management
- Release and deployment management
- Service level management
- Capacity management
- IT service continuity management
- Information security management
Module 3: IT Service Management Functions
- Service catalog management
- Service portfolio management
- Service level agreement (SLA) management
- Service reporting and metrics
- Service measurement and benchmarking
Module 4: Implementing IT Service Management
- Implementing ITSM processes and functions
- Defining ITSM roles and responsibilities
- Developing ITSM policies and procedures
- Establishing ITSM metrics and benchmarks
- Implementing ITSM tools and technology
Module 5: Maintaining and Improving IT Service Management
- Maintaining ITSM processes and functions
- Continual service improvement
- Service reporting and metrics
- Service measurement and benchmarking
- ITSM audit and certification
Module 6: IT Service Management Tools and Technology
- Overview of ITSM tools and technology
- Service desk and incident management tools
- Problem management tools
- Change management tools
- Release and deployment management tools
- Service level management tools
Module 7: IT Service Management Best Practices
- ITSM best practices
- ITIL and ISO 20000
- COBIT and ITSM
- ITSM and cloud computing
- ITSM and DevOps
Module 8: IT Service Management Case Studies
- Real-world ITSM case studies
- ITSM success stories
- ITSM challenges and lessons learned
- ITSM best practices in action
Course Features - Interactive and engaging: The course includes interactive lessons, quizzes, and games to keep participants engaged and motivated.
- Comprehensive: The course covers all aspects of ITSM and ISO 20000, including processes, functions, and tools.
- Personalized: Participants can learn at their own pace and on their own schedule.
- Up-to-date: The course is updated regularly to reflect the latest developments in ITSM and ISO 20000.
- Practical: The course includes real-world examples and case studies to illustrate key concepts and best practices.
- Expert instructors: The course is taught by experienced instructors with expertise in ITSM and ISO 20000.
- Certification: Participants receive a certificate upon completion of the course, issued by The Art of Service.
- Flexible learning: The course is available online and can be accessed from anywhere, at any time.
- User-friendly: The course is designed to be easy to use and navigate, with clear instructions and minimal technical requirements.
- Mobile-accessible: The course can be accessed on mobile devices, allowing participants to learn on-the-go.
- Community-driven: Participants can connect with other learners and instructors through online forums and discussion groups.
- Actionable insights: The course provides actionable insights and practical advice that participants can apply in their own organizations.
- Hands-on projects: The course includes hands-on projects and exercises to help participants apply key concepts and best practices.
- Bite-sized lessons: The course is divided into bite-sized lessons, making it easy to fit learning into a busy schedule.
- Lifetime access: Participants have lifetime access to the course materials and can review them at any time.
- Gamification: The course includes gamification elements, such as points and badges, to make learning fun and engaging.
- Progress tracking: Participants can track their progress through the course and receive feedback on their performance.
,
- Understand the principles and concepts of ITSM and ISO 20000
- Learn how to implement and maintain an effective ITSM system
- Gain the knowledge and skills necessary to pass the ISO 20000 certification exam
- Understand how to apply the principles of ITSM in real-world scenarios
- Develop the skills necessary to lead and manage ITSM initiatives
Course Outline Module 1: Introduction to IT Service Management
- Definition and scope of ITSM
- Benefits of ITSM
- Overview of the ISO 20000 standard
- ITSM frameworks and models
Module 2: IT Service Management Processes
- Service desk and incident management
- Problem management
- Change management
- Release and deployment management
- Service level management
- Capacity management
- IT service continuity management
- Information security management
Module 3: IT Service Management Functions
- Service catalog management
- Service portfolio management
- Service level agreement (SLA) management
- Service reporting and metrics
- Service measurement and benchmarking
Module 4: Implementing IT Service Management
- Implementing ITSM processes and functions
- Defining ITSM roles and responsibilities
- Developing ITSM policies and procedures
- Establishing ITSM metrics and benchmarks
- Implementing ITSM tools and technology
Module 5: Maintaining and Improving IT Service Management
- Maintaining ITSM processes and functions
- Continual service improvement
- Service reporting and metrics
- Service measurement and benchmarking
- ITSM audit and certification
Module 6: IT Service Management Tools and Technology
- Overview of ITSM tools and technology
- Service desk and incident management tools
- Problem management tools
- Change management tools
- Release and deployment management tools
- Service level management tools
Module 7: IT Service Management Best Practices
- ITSM best practices
- ITIL and ISO 20000
- COBIT and ITSM
- ITSM and cloud computing
- ITSM and DevOps
Module 8: IT Service Management Case Studies
- Real-world ITSM case studies
- ITSM success stories
- ITSM challenges and lessons learned
- ITSM best practices in action
Course Features - Interactive and engaging: The course includes interactive lessons, quizzes, and games to keep participants engaged and motivated.
- Comprehensive: The course covers all aspects of ITSM and ISO 20000, including processes, functions, and tools.
- Personalized: Participants can learn at their own pace and on their own schedule.
- Up-to-date: The course is updated regularly to reflect the latest developments in ITSM and ISO 20000.
- Practical: The course includes real-world examples and case studies to illustrate key concepts and best practices.
- Expert instructors: The course is taught by experienced instructors with expertise in ITSM and ISO 20000.
- Certification: Participants receive a certificate upon completion of the course, issued by The Art of Service.
- Flexible learning: The course is available online and can be accessed from anywhere, at any time.
- User-friendly: The course is designed to be easy to use and navigate, with clear instructions and minimal technical requirements.
- Mobile-accessible: The course can be accessed on mobile devices, allowing participants to learn on-the-go.
- Community-driven: Participants can connect with other learners and instructors through online forums and discussion groups.
- Actionable insights: The course provides actionable insights and practical advice that participants can apply in their own organizations.
- Hands-on projects: The course includes hands-on projects and exercises to help participants apply key concepts and best practices.
- Bite-sized lessons: The course is divided into bite-sized lessons, making it easy to fit learning into a busy schedule.
- Lifetime access: Participants have lifetime access to the course materials and can review them at any time.
- Gamification: The course includes gamification elements, such as points and badges, to make learning fun and engaging.
- Progress tracking: Participants can track their progress through the course and receive feedback on their performance.
,
- Interactive and engaging: The course includes interactive lessons, quizzes, and games to keep participants engaged and motivated.
- Comprehensive: The course covers all aspects of ITSM and ISO 20000, including processes, functions, and tools.
- Personalized: Participants can learn at their own pace and on their own schedule.
- Up-to-date: The course is updated regularly to reflect the latest developments in ITSM and ISO 20000.
- Practical: The course includes real-world examples and case studies to illustrate key concepts and best practices.
- Expert instructors: The course is taught by experienced instructors with expertise in ITSM and ISO 20000.
- Certification: Participants receive a certificate upon completion of the course, issued by The Art of Service.
- Flexible learning: The course is available online and can be accessed from anywhere, at any time.
- User-friendly: The course is designed to be easy to use and navigate, with clear instructions and minimal technical requirements.
- Mobile-accessible: The course can be accessed on mobile devices, allowing participants to learn on-the-go.
- Community-driven: Participants can connect with other learners and instructors through online forums and discussion groups.
- Actionable insights: The course provides actionable insights and practical advice that participants can apply in their own organizations.
- Hands-on projects: The course includes hands-on projects and exercises to help participants apply key concepts and best practices.
- Bite-sized lessons: The course is divided into bite-sized lessons, making it easy to fit learning into a busy schedule.
- Lifetime access: Participants have lifetime access to the course materials and can review them at any time.
- Gamification: The course includes gamification elements, such as points and badges, to make learning fun and engaging.
- Progress tracking: Participants can track their progress through the course and receive feedback on their performance.