Skip to main content
ISO 20000; A Complete Guide to IT Service Management Self-Assessment and Implementation

ISO 20000; A Complete Guide to IT Service Management Self-Assessment and Implementation

$299.00
When you get access:
Course access is prepared after purchase and delivered via email
How you learn:
Self-paced • Lifetime updates
Your guarantee:
30-day money-back guarantee — no questions asked
Who trusts this:
Trusted by professionals in 160+ countries
Toolkit Included:
Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
Adding to cart… The item has been added

ISO 20000: A Complete Guide to IT Service Management Self-Assessment and Implementation



Course Overview

This comprehensive course is designed to provide participants with a thorough understanding of IT service management, self-assessment, and implementation of the ISO 20000 standard. Upon completion, 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 IT Service Management

  • Defining IT service management
  • Understanding the importance of IT service management
  • Overview of IT service management frameworks and standards
  • Introduction to ISO 20000

Module 2: ISO 20000 Overview

  • History and development of ISO 20000
  • Key principles and concepts of ISO 20000
  • Benefits of implementing ISO 20000
  • Overview of the ISO 20000 certification process

Module 3: IT Service Management Processes

  • Service desk and incident management
  • Problem management and root cause analysis
  • Change management and release management
  • Service level management and capacity management
  • Availability management and IT service continuity management

Module 4: Service Management System (SMS) Requirements

  • Understanding the SMS requirements of ISO 20000
  • Defining the scope of the SMS
  • Establishing the SMS policy and objectives
  • Defining roles and responsibilities
  • Establishing procedures and processes

Module 5: Self-Assessment and Gap Analysis

  • Understanding the importance of self-assessment and gap analysis
  • Conducting a self-assessment of the SMS
  • Identifying gaps and areas for improvement
  • Developing a plan to address gaps and improve the SMS

Module 6: Implementation and Transition

  • Planning and implementing the SMS
  • Establishing procedures and processes
  • Training and awareness
  • Transitioning to the new SMS

Module 7: Continual Improvement and Maintenance

  • Understanding the importance of continual improvement and maintenance
  • Establishing a continual improvement process
  • Maintaining the SMS
  • Continual monitoring and review

Module 8: Auditing and Certification

  • Understanding the auditing and certification process
  • Preparing for an audit
  • Conducting an internal audit
  • Addressing audit findings and implementing corrective actions

Module 9: Implementation and Integration

  • Implementing and integrating the SMS with existing processes and systems
  • Establishing interfaces and relationships with other departments and stakeholders
  • Ensuring effective communication and collaboration

Module 10: Case Studies and Best Practices

  • Real-world case studies of ISO 20000 implementation
  • Best practices for implementing and maintaining the SMS
  • Lessons learned and common pitfalls to avoid


Certificate and Continuing Education

Upon completion of the course, participants will receive a certificate issued by The Art of Service. The certificate is valid for a period of 3 years, after which participants will need to complete continuing education requirements to maintain their certification.

,
!