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