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Course Outline

Introduction to the ISO/IEC 20000 Framework

  • Overview of IT Service Management (ITSM) Principles
  • Strategic Value and Operational Advantages of ISO/IEC 20000
  • Architectural Components and Structure of the Standard

Core Principles and Conceptual Foundations

  • Standardized Definitions and Terminology
  • The Service Lifecycle Methodology
  • The Plan-Do-Check-Act (PDCA) Continuous Improvement Model

Regulatory and Operational Requirements

  • Service Management System (SMS) Compliance Mandates
  • Governance Frameworks and Accountability within the SMS

SMS Implementation Strategies

  • Defining the Operational Scope of the SMS
  • Developing and Executing Service Management Policies and Procedures

Essential Processes Under ISO/IEC 20000

  • Service Level Management Protocols
  • Ensuring Service Continuity and Availability
  • Incident Resolution and Root Cause Analysis (Problem Management)
  • Change Control and Configuration Management

Continual Improvement Mechanisms

  • Performance Monitoring, Measurement, and Analytical Review
  • Internal Auditing and Executive Management Reviews

Certification Protocols and Standards

  • Procedural Steps Toward Certification Achievement
  • Common Operational Challenges and Preparation Guidelines

Assessment Preparation and Comprehensive Review

  • Examination Strategies and Representative Question Analysis
  • Recap of Critical Concepts Across All Modules

Conclusion and Recommended Path Forward

Requirements

  • A foundational grasp of IT service management principles and concepts

Target Audience

  • IT Professionals
  • Service Managers
  • Process Owners
  • Quality Assurance Managers
  • IT Auditors
 14 Hours

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