This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005.

COURSE HIGHLIGHTS

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Course Description

This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

Target Audience

Exam Information

Course Objectives

  • Introduction to the ISO 20000 family of standards
  • Introduction to management systems and the process approach
  • Fundamental principles in IT Service Management
  • General requirements presentation of ISO/IEC 20000-1:2005 clauses
  • Implementation phases of the ISO/IEC 20000:2005 framework
  • Continual improvement of IT management
  • Conducting an ISO/IEC 20000-1:2005 certification audit
  • Planning and implementing change management
  • Supplier management
  • Relationship management
  • Problem management
  • Release management

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