ISO 20000-1 2018 Information Technology Service Management (ITSM) - Awareness Course
Instructor
QGLOBAL ACADEMY
9,401
Students
enrolled
- Description
- Curriculum
ISO/IEC 20000-1:2018 Information technology — Service management — Part 1: Service management system requirements are a global standard that describes the requirements for an information technology service management (ITSM) system. ISO 20000 standards were developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework. ISO 20000 also supports other frameworks, such as Microsoft’s Operations Framework. ISO 20000 specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements. ISO 20000-1 2018 Foundations course teaches you the process approach and the requirements and benefits of ISO 20000-1 2018. The essential objective of ISO 20000-1 2018 foundations course is to create awareness for participants regarding various basic requirements of the ISO 20000-1 2018 standard & impart working knowledge on how these requirements can be interpreted to suit the organization’s processes, products, people & customers.
Who Should Attend?
- Anyone involved in the planning, implementing, maintaining, supervising or auditing of an ISO 20000-1 2018 information technology service management systems
- Jobseekers interested in understanding the best information technology service management practices followed by the organizations
- Anyone looking to gain skills and knowledge to improve their organisation’s information technology management system
Key Benefits
- Understand the structure of ISO 20000-1 2018 standard
- Learn importance and benefits of an ISO 20000-1 2018 information technology service management system
- Understand key requirements, terms and definitions of ISO 20000-1 2018
- Understand main concepts such as risk-based thinking, process approach and Plan-Do-Check-Act
- Prepare yourself to participate in ISO 20000-1 2018 standards implementation process
- Understand documents and records relevant to ISO 20000-1 2018 information technology service management system , critical to the products and services delivered and those required to meet customer and regulatory requirements
- Fill gaps in your professional knowledge
Learning & Evaluation Method
This is a live and interactive course. Once you purchase the course, our team will contact you to plan the training. No matter where you are located, we schedule the classes based on your convenience and time zone. You can plan to attend the training in sessions of 4 or 8 hr duration, based on how much time you can spend in a day.
Certification
There are increasing numbers of organizations, who prefer candidates those who have certain certifications from recognized programs. Certification demonstrates your commitment to superior professionalism, upholding industry standards, and continued learning. These merits can help boost your professional credibility and prestige within your own network, in your organisation, with your current clients, and when pursuing new business opportunities. After the successful completion of the course and final exam, you will be awarded with a certificate of completion issued by QGlobal. Your credentials will be made available in the global online directory and can be verified by anyone searching with the certificate number. Without doubt we can say that our training courses are well recognized and sought after by organizations across various geographies.
Sample Certificate
Buy for group Are you planning to buy this course for a group? We have the best prices for you! Select ‘Buy for Group’ option and add to the cart. You will get a discount of 60 – 75% for a group of up to 10 participants. To make a group purchase, create your group name and add individual emails of up to 10 participants. Each participant will get the access to the course materials, exam and the certificate. We will arrange one live-online session for the entire group.
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Awareness training on ISO 20000-1 2018 standards
-
1
Introduction to standards and certification- Purpose of standardization
- Benefits of certification
-
2Introduction to ISO 20000-1 2018 standards
- Application areas
- Terms and definitions
- Process based approach
- Plan-Do-Check-Act cycle
- Risk based thinking
- Benefits of certification
- Certification process flow
-
3ISO 20000-1 Context of the organisation
- Understanding the organization and its context
- Understanding the needs and expectations of interested parties
- Determining the scope of the service management system
- Service management system and its processes
-
4ISO 20000-1 Leadership
- Leadership and commitment
- Customer focus
- Policy
- Establishing the service policy
- Communicating the service policy
- Organizational roles, responsibilities and authorities
-
5ISO 20000-1 Planning
- Actions to address risks and opportunities
- Service objectives and planning to achieve them
- Plan the service management system
-
6ISO 20000-1 Support
- Resources
- Competence
- Awareness
- Communication
- Documented information
- Knowledge
-
7ISO 20000-1 Operation
- Operational planning and control
- Service portfolio
- Service delivery
- Plan the services
- Control of parties involved in the service lifecycle
- Service catalogue management
- Asset management
- Configuration management
- Relationship and agreement
- General
- Business relationship management
- Service level management
- Supplier management
- Supply and demand
- Budgeting and accounting for services
- Demand management
- Capacity management
- Service design, build and transition
- Release and deployment management
- Resolution and fulfillment
- Incident management
- Service request management
- Problem management
- Service assurance
- Service availability management
- Service continuity management
- Information security management
-
8ISO 20000-1 Performance evaluation
- Monitoring, measurement, analysis and evaluation
- Management review
- Service reporting
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9ISO 20000-1 Improvement
- Nonconformity and corrective action
- Continual improvement
Evaluation
Course details
Duration
8 hr
Lectures
9
Quizzes
1
Level
Beginner
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