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

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

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

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

This comprehensive course is designed to provide participants with a thorough understanding of the principles and practices of IT service management based on the ISO 20000 standard. Upon completion of this course, participants will receive a certificate issued by The Art of Service.

This course is:

  • Interactive and engaging, with hands-on projects and real-world applications
  • Comprehensive, covering all aspects of IT service management
  • Personalized, with flexible learning options and lifetime access
  • Up-to-date, with the latest developments and best practices in IT service management
  • Practical, with actionable insights and expert instructors
  • High-quality, with expert instructors and a user-friendly learning platform
  • Certified, with a certificate issued by The Art of Service upon completion
  • Flexible, with mobile-accessible and community-driven learning options
  • Gamified, with progress tracking and bite-sized lessons


Chapter 1: Introduction to IT Service Management

Topic 1.1: Defining IT Service Management

This topic introduces the concept of IT service management and its importance in modern organizations.

  • Definition of IT service management
  • Benefits of IT service management
  • Key components of IT service management

Topic 1.2: Overview of the ISO 20000 Standard

This topic provides an overview of the ISO 20000 standard and its relevance to IT service management.

  • History and development of the ISO 20000 standard
  • Key principles and concepts of the ISO 20000 standard
  • Benefits of implementing the ISO 20000 standard


Chapter 2: Service Management System (SMS) Requirements

Topic 2.1: SMS Requirements

This topic covers the requirements for a service management system (SMS) based on the ISO 20000 standard.

  • Service management policy
  • Service management objectives
  • Service management scope

Topic 2.2: SMS Design and Implementation

This topic covers the design and implementation of a service management system (SMS) based on the ISO 20000 standard.

  • Service management processes
  • Service management procedures
  • Service management documentation


Chapter 3: Service Management Processes

Topic 3.1: Service Desk

This topic covers the service desk process and its role in IT service management.

  • Service desk objectives
  • Service desk activities
  • Service desk metrics

Topic 3.2: Incident Management

This topic covers the incident management process and its role in IT service management.

  • Incident management objectives
  • Incident management activities
  • Incident management metrics

Topic 3.3: Problem Management

This topic covers the problem management process and its role in IT service management.

  • Problem management objectives
  • Problem management activities
  • Problem management metrics

Topic 3.4: Change Management

This topic covers the change management process and its role in IT service management.

  • Change management objectives
  • Change management activities
  • Change management metrics

Topic 3.5: Release and Deployment Management

This topic covers the release and deployment management process and its role in IT service management.

  • Release and deployment management objectives
  • Release and deployment management activities
  • Release and deployment management metrics

Topic 3.6: Service Level Management

This topic covers the service level management process and its role in IT service management.

  • Service level management objectives
  • Service level management activities
  • Service level management metrics

Topic 3.7: Capacity Management

This topic covers the capacity management process and its role in IT service management.

  • Capacity management objectives
  • Capacity management activities
  • Capacity management metrics

Topic 3.8: IT Service Continuity Management

This topic covers the IT service continuity management process and its role in IT service management.

  • IT service continuity management objectives
  • IT service continuity management activities
  • IT service continuity management metrics

Topic 3.9: Information Security Management

This topic covers the information security management process and its role in IT service management.

  • Information security management objectives
  • Information security management activities
  • Information security management metrics

Topic 3.10: Supplier Management

This topic covers the supplier management process and its role in IT service management.

  • Supplier management objectives
  • Supplier management activities
  • Supplier management metrics


Chapter 4: Service Management Implementation and Improvement

Topic 4.1: Service Management Implementation

This topic covers the implementation of a service management system (SMS) based on the ISO 20000 standard.

  • Service management implementation planning
  • Service management implementation execution
  • Service management implementation monitoring and control

Topic 4.2: Service Management Improvement

This topic covers the improvement of a service management system (SMS) based on the ISO 20000 standard.

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