Course Outline
Introduction to ISO/IEC 20000
- Overview of IT Service Management (ITSM)
- Importance and benefits of ISO/IEC 20000
- Structure and components of ISO/IEC 20000
Key Concepts and Principles
- Definitions and terminology
- The service lifecycle approach
- Plan-Do-Check-Act (PDCA) model
Requirements of ISO/IEC 20000
- Service management system (SMS) requirements
- Role of governance in SMS
Implementing the SMS
- Establishing the scope of the SMS
- Planning and implementing service management policies and procedures
Key Processes in ISO/IEC 20000
- Service level management
- Service continuity and availability management
- Incident and problem management
- Change and configuration management
Continual Improvement
- Monitoring, measurement, analysis, and evaluation
- Conducting internal audits and management reviews
Certification Process
- Steps to certification
- Common challenges and tips for preparation
Exam Preparation and Review
- Sample questions and exam strategy
- Review of key points from each module
Summary and Next Steps
Requirements
- Basic understanding of IT service management concepts
Audience
- IT professionals
- Service managers
- Process owners
- Quality managers
- IT auditors
Delivery Options
Private Group Training
Our identity is rooted in delivering exactly what our clients need.
- Pre-course call with your trainer
- Customisation of the learning experience to achieve your goals -
- Bespoke outlines
- Practical hands-on exercises containing data / scenarios recognisable to the learners
- Training scheduled on a date of your choice
- Delivered online, onsite/classroom or hybrid by experts sharing real world experience
Private Group Prices RRP from £3800 online delivery, based on a group of 2 delegates, £1200 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
Contact us for an exact quote and to hear our latest promotions
Public Training
Please see our public courses
Testimonials (5)
The fact that all the standard was reviewed and discussed with some examples, when needed and required.
Ioana
Course - ISO/IEC 27005 Information Security Risk Management
The training was well put together & very informative.
Siobhan Kavanagh - SEEC MM Ltd.,
Course - ISO 9001 Lead Implementer
The quizzes to reinforce the reading and the ability to ask questions at any time
Jonathan
Course - ISO 9001 Lead Auditor
Speed of response and communication
Bader Bin rubayan - Lean Business Services
Course - ISO/IEC 27001 Lead Implementer
Dereck's overall preparedness . Dereck has great communications' skills !!