Implementing ISO/IEC 20000 IT Service Management

This course introduces the concepts needed to understand, develop, and implement an IT Service Management System. The standard provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet business and customer requirements. This course provides delegates with the necessary understanding of ISO/IEC 20000 and guidance for implementing an IT Service Management System that is compliant with the standard and meets certification requirements.

Benefits to your business

• Compliance to an international standard for IT Service Management
• Reducing the cost of responding to, investigating and resolving IT incidents 
• Effective supplier management between the service provider and any third-party suppliers of the services themselves
• Ensures and demonstrates commitment of the IT function in delivering services in accordance to industry-wide accepted best practice.

Course structure

• Understand how the requirements of ISO/IEC 20000 apply to IT Service Management Systems
• Build an efficient and effective IT Service Management System
• Learn best practice processes to implement each clause of ISO/IEC 20000
• Learn tips for winning employee and management support
• Prepare for an audit
• Plan for certification.