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Mastering IT Service Management; A Step-by-Step Guide to Implementing and Auditing ITIL and ISO 20000 Frameworks

Mastering IT Service Management; A Step-by-Step Guide to Implementing and Auditing ITIL and ISO 20000 Frameworks

$299.00
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Mastering IT Service Management: A Step-by-Step Guide to Implementing and Auditing ITIL and ISO 20000 Frameworks



Course Overview

This comprehensive course is designed to equip IT professionals with the knowledge and skills needed to implement and audit ITIL and ISO 20000 frameworks. Participants will receive a certificate upon completion, 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 and expert instructors
  • Certification upon completion
  • Flexible learning options
  • User-friendly and mobile-accessible platform
  • Community-driven learning environment
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • 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 ITIL and ISO 20000 frameworks
  • Benefits of implementing ITIL and ISO 20000

Module 2: ITIL Framework

  • Introduction to ITIL
  • ITIL service lifecycle
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

Module 3: ISO 20000 Framework

  • Introduction to ISO 20000
  • ISO 20000 requirements
  • Service management system
  • Service delivery
  • Service support
  • Service management processes

Module 4: Implementing ITIL and ISO 20000

  • Implementing ITIL service lifecycle
  • Implementing ISO 20000 requirements
  • Defining service management processes
  • Establishing service management system
  • Implementing service delivery and support

Module 5: Auditing ITIL and ISO 20000

  • Introduction to auditing
  • Auditing ITIL service lifecycle
  • Auditing ISO 20000 requirements
  • Conducting internal audits
  • Conducting external audits
  • Reporting audit findings

Module 6: Service Management Processes

  • Service desk management
  • 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 7: Service Management Tools and Techniques

  • Service management software
  • Service management frameworks
  • Service management methodologies
  • Service management metrics and KPIs
  • Service management reporting and dashboards

Module 8: Case Studies and Best Practices

  • Real-world case studies of ITIL and ISO 20000 implementation
  • Best practices for ITIL and ISO 20000 implementation
  • Lessons learned from successful ITIL and ISO 20000 implementation


Certification

Upon completion of the course, participants will receive a certificate issued by The Art of Service. The certificate is recognized globally and demonstrates the participant's expertise in IT service management.



Course Format

The course is delivered online and is accessible on any device. The course is self-paced, allowing participants to complete the course at their own pace. The course includes interactive lessons, quizzes, and hands-on projects to ensure participants have a comprehensive understanding of the material.



Course Duration

The course is designed to be completed in 8 weeks, but participants have lifetime access to the course material.



Course Support

Participants have access to expert instructors and a community-driven learning environment. Participants can ask questions, share experiences, and receive feedback from instructors and peers.

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