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ISO/IEC 20000-1 IT Service Management System (Foundation level) Course

510,00 € iva esclusa

An 8-hour course based on the ISO/IEC 20000-1 standard, delivered live, online or in person, with references to ITIL good practice. It builds an understanding of the structure and requirements of the standard for the Service Management System and of IT service delivery and support processes.

Description

The ISO/IEC 20000-1 IT Service Management System course (Foundation level) builds an understanding of the structure and requirements of the ISO/IEC 20000-1 standard for the Service Management System (SMS), with references to ITIL good practice.

Taught by Dott.ssa Valentina Grazia Sapuppo, the course is delivered live, online or in person, and covers in four modules the principles of IT Service Management, the requirements of the standard, service delivery and support processes, and the link with ITIL for continual improvement.

8
Hours
4
Modules
1
Lesson
Live
Synchronous
Course information
Instructor
Dott.ssa Valentina Grazia Sapuppo
Level
Foundation
Training area
Management systems
Delivery
Synchronous, online or in person
Schedule
Shared upon enrolment
Participants
Classes of 8 to 25 participants
Who it is for
  • IT service managers
  • IT managers
  • Service Management System coordinators
Objectives and expected outcomes

The course builds participants’ understanding of the structure and requirements of ISO/IEC 20000-1 for the Service Management System, with references to ITIL good practice.

By the end of the course, participants will:

  • know the principles of IT Service Management;
  • understand the structure and requirements of the ISO/IEC 20000-1 standard;
  • know the service delivery and support processes set out in the standard;
  • be able to relate the requirements of the standard to ITIL good practice and service improvement.

Main topics

ā—IT Service Management ā—Service Management System (SMS)
ā—ISO/IEC 20000-1 requirements ā—Service delivery and support
ā—ITIL good practice ā—Service improvement

Course programme

01 Principles of IT Service Management
02 Structure and requirements of ISO/IEC 20000-1
03 Service delivery and support processes
04 Relationship with ITIL and service improvement

The programme is complemented by a self-assessment quiz.

Prerequisites

A basic knowledge of management systems is recommended. No previous experience, preparatory courses or specific digital skills are required.

Methodology and materials

Live lesson
A single 8-hour synchronous session with the instructor, online or in person.
Downloadable materials
Slides, a summary card for each module and a glossary.
Assessment
Self-assessment quiz on learning.

Certificate of attendance

A certificate of attendance is issued at the end of the course.

Additional information

Area of Expertise