ISO 20000 Implementation Mastery; A Step-by-Step Guide
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ISO 20000 Implementation Mastery: A Step-by-Step Guide
ISO 20000 Implementation Mastery: A Step-by-Step Guide
This comprehensive course is designed to provide participants with a thorough understanding of the ISO 20000 standard and its implementation. Upon completion, participants will receive a certificate issued by The Art of Service.
Chapter 1: Introduction to ISO 20000
Overview of ISO 20000
Definition and purpose of ISO 20000
Benefits of implementing ISO 20000
History and evolution of the standard
Key concepts and principles
Service management
Service desk
Incident management
Problem management
Change management
Chapter 2: Understanding the ISO 20000 Standard
ISO 20000-1: Service management system requirements
Service management system (SMS) requirements
Service management processes
Service management system documentation
ISO 20000-2: Guidance on the application of service management systems
Guidance on the application of SMS
Service management system implementation
Service management system maintenance
Chapter 3: Planning and Implementing an ISO 20000 Service Management System
Planning the service management system
Defining the scope of the SMS
Establishing the SMS policy
Defining the SMS objectives
Implementing the service management system
Establishing the service management processes
Implementing the service desk
Implementing incident management
Implementing problem management
Implementing change management
Chapter 4: Auditing and Certifying an ISO 20000 Service Management System
Auditing the service management system
Internal audits
External audits
Audit planning and preparation
Audit execution and reporting
Certifying the service management system
Certification process
Certification benefits
Maintaining certification
Chapter 5: Maintaining and Improving an ISO 20000 Service Management System
Maintaining the service management system
Continual improvement
Service management system review
Service management system update
Improving the service management system
Service management system metrics and measurement
Service management system benchmarking
Service management system innovation
Chapter 6: ISO 20000 Implementation Case Studies
Case study 1: Implementing ISO 20000 in a small IT service provider
Background and context
Implementation approach
Challenges and lessons learned
Case study 2: Implementing ISO 20000 in a large IT service provider
Background and context
Implementation approach
Challenges and lessons learned
Chapter 7: ISO 20000 Implementation Tools and Techniques
Service management system implementation tools
Service management system software
Service management system templates
Service management system checklists
Service management system implementation techniques
Service management system implementation methodologies
Service management system implementation frameworks
Service management system implementation best practices
Chapter 8: ISO 20000 Implementation Best Practices
Service management system implementation best practices
Establish a clear service management system policy
Define clear service management system objectives
Establish a service management system governance structure
