ISO/IEC 20000 Foundation

Audience
The course is aimed at people who want basic knowledge of service/service management based on international standards. It is suitable for IT service managers, consultants, employees in operations and service delivery, members of teams implementing or operating IT services, as well as anyone who wants to understand the requirements and frameworks of ISO/IEC 20000 in order to contribute to the implementation or follow-up of service management.

Learning objectives
Participants will learn the basic concepts and principles of service management, gain familiarity with the requirements of ISO/IEC 20000‑1 for a Service Management System (SMS), and understand how an organization can structure its processes to meet these requirements. The course provides an overview of requirements for organizational context, management commitment, planning, resources, service delivery, control and delivery activities, measurement, evaluation, and continuous improvement.

After completing the course you will be able to

• Explain basic concepts and definitions for service management and SMS based on ISO/IEC 20000-1
• Recognize and describe the requirements of ISO/IEC 20000-1 for the design, implementation and management of an SMS
• Understand how organizational context, management and resources affect service management
• Identify and describe the core processes of an SMS: service delivery, supplier management, change, continuous improvement, etc.
• Assess how an organization can adapt its processes to meet the requirements of the standard
• Contribute to implementation or operation of service management system with structure and awareness of requirements