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Mastering ISO 20000; A Step-by-Step Guide to IT Service Management

Mastering ISO 20000; A Step-by-Step Guide to IT Service Management

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Mastering ISO 20000: A Step-by-Step Guide to IT Service Management

Mastering ISO 20000: A Step-by-Step Guide to IT Service Management

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. Upon completion, participants will receive a certificate issued by The Art of Service.



Course Overview

This interactive and engaging course is designed to provide a personalized learning experience, with a focus on practical, real-world applications. The course is comprehensive, up-to-date, and features high-quality content delivered by expert instructors.



Course Features

  • Interactive and Engaging: The course is designed to keep participants engaged and motivated throughout the learning process.
  • Comprehensive: The course covers all aspects of ITSM based on the ISO 20000 standard.
  • Personalized: Participants can learn at their own pace and focus on areas of interest.
  • Up-to-date: The course content is regularly updated to reflect the latest developments in ITSM.
  • Practical: The course focuses on real-world applications and hands-on projects.
  • High-quality content: The course features high-quality content delivered by expert instructors.
  • Certification: Participants receive a certificate upon completion, issued by The Art of Service.
  • Flexible learning: Participants can access the course content from anywhere, at any time.
  • User-friendly: The course is designed to be easy to navigate and use.
  • Mobile-accessible: The course can be accessed on mobile devices.
  • Community-driven: Participants can connect with other learners and instructors through the course community.
  • Actionable insights: The course provides actionable insights and practical advice.
  • Hands-on projects: The course includes hands-on projects to help participants apply their knowledge.
  • Bite-sized lessons: The course is divided into bite-sized lessons to make learning manageable and fun.
  • Lifetime access: Participants have lifetime access to the course content.
  • Gamification: The course features gamification elements to make learning engaging and fun.
  • Progress tracking: Participants can track their progress throughout the course.


Course Outline

Module 1: Introduction to IT Service Management

  • Defining IT Service Management
  • Understanding the benefits of ITSM
  • Overview of the ISO 20000 standard

Module 2: Service Management System (SMS)

  • Defining the SMS
  • Understanding the components of the SMS
  • Implementing the SMS

Module 3: Service Management Processes

  • Service Desk
  • 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 Management roles and responsibilities
  • Service Management processes and procedures
  • Service Management tools and techniques

Module 5: Implementing and Maintaining the SMS

  • Implementing the SMS
  • Maintaining the SMS
  • Continual improvement of the SMS

Module 6: Auditing and Certification

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

Module 7: Continual Improvement

  • Understanding the importance of continual improvement
  • Implementing continual improvement
  • Maintaining continual improvement

Module 8: IT Service Management Metrics and Reporting

  • Defining ITSM metrics
  • Collecting and analyzing data
  • Reporting ITSM metrics

Module 9: IT Service Management Tools and Techniques

  • Defining ITSM tools and techniques
  • Implementing ITSM tools and techniques
  • Maintaining ITSM tools and techniques

Module 10: Case Studies and Best Practices

  • Real-world case studies of ITSM implementation
  • Best practices for ITSM implementation
  • Lessons learned from ITSM implementation


Course Format

The course is delivered online, with a combination of video lessons, interactive exercises, and hands-on projects. Participants can access the course content from anywhere, at any time, and can learn at their own pace.



Course Duration

The course is designed to be completed in 80 hours, but participants can take as much time as they need to complete the course.



Course Assessment

The course includes a combination of quizzes, exams, and hands-on projects to assess participants' knowledge and understanding of the course material.



Course Certificate

Upon completion of the course, participants will receive a certificate issued by The Art of Service.

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