ISO 20000 Foundation (IT Service Management)

Master the best practices for implementing and managing an IT Service Management System - as specified in ISO/IEC 20000-1:2018 - in just 1 day.

On this accelerated ISO 20000 Foundation course, you’ll study the IT Service Management processes, including: planning and implementing new and changed services, service delivery, relationship management, problem resolution, control processes, and release processes.

You’ll be introduced to the ISO 20000 family of standards and study:

• Understand the basic service management concepts, definitions, and approaches
• Get acquainted with the ISO/IEC 20000-1 requirements for a service management system
• Develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1

You’ll take the PECB Certified ISO/IEC 20000 Foundation exam as part of your accelerated course. This exam is covered by your Certification Guarantee.

Curriculum:

• Introduction to Service Management System (SMS) concepts as required by ISO 20000
  • 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 20000-1:2018 clauses
  • Implementation phases of the ISO/IEC 20000:2018 framework
  • Continual improvement of IT management
  • Conducting an ISO/IEC 20000-1:2018 certification audit
• Implementing the IT service management processes based on ISO 20000 and Certification Exam
  • Planning and implementing change management
  • Supplier management
  • Relationship management
  • Problem management
  • Release management