IT Service Management: ISO/IEC 20000-1

Introduction

• Learning ISO/IEC 20000
• What this course is about

1. Introduction to ISO 20000

• Demystifying standards
• What is ISO/IEC 20000
• The ISO/IEC 20000 family of documents
• Evolution of ISO/IEC 20000
• Breakdown of the ISO/IEC 20000 standard

2. Service Management System (SMS)

• The Service Management System (SMS) scope and structure
• Context of the organization
• Leadership
• Planning
• Support of the SMS
• Operation of the SMS
• Performance evaluation
• Improvement

3. Deep Dive: Operation of the SMS

• Focus on operation of the SMS clause
• Use the service portfolio to create value
• Manage expectations with relationships and agreements
• Balance supply and demand when delivering services
• Design, build, and transition services and components
• Manage issue resolution and service fulfillment
• Address assurance risks to availability and protection

4. Guidance on the Application of Service Management Systems

• Application of the guidance
• Structure of the guidance
• Real-world application case study
• Top tips and tricks

5. ISO Certification

• What it means to be certified
• Certification path

Conclusion

• Next steps