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LinkedIn Learning

IT Service Management: ISO20000

via LinkedIn Learning

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Overview

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Learn the core components of ISO/IEC 20000, the first international standard for IT service management.

Syllabus

1. Core Components
  • Introduction
  • Core concepts to IT service management
  • Core concepts of quality frameworks
  • Critical terms
  • Review: Exercise one
  • Service management system (SMS) general requirements
  • Service design and transition
2. The Supporting Processes
  • Service delivery processes: Part one
  • Services delivery processes: Part two
  • Review: Exercise two
  • Relationship processes
  • Resolution processes
  • Control processes
  • Review: Exercise three
  • Exam tips

Taught by

Suzanne Van Hove

Reviews

4.7 rating at LinkedIn Learning based on 343 ratings

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