The Art of Service's’ learning products on ISO/IEC 20000 not only provide an overview of the clear- cut ITSM standards that all the service providers aspire to achieve but also take an intensive review and assessment approach that enables continuous improvement for the organizations.
The course provides the learner with the essentials of the ISO/IEC 20000 assessment framework and specification that has been a globally recognized standard for evaluating IT service management processes. Theart of Service develops the courses in a customizable and integrated case study approach to enable a knowledge driven learning process.
Course Overview This course provides you with an overview of the publications and ISO/IEC 20000 Part 1 of the standard and the role it fulfills within the IT service management domain. The course is designed for everyone within the organization who requires a high level overview of the ISO/IEC 20000 standard and all its components.
Course Description In this course, you will achieve a basic knowledge of IT Service Management best practices and the common terminology. This elearning course will help you understand the benefits of applying the ISO/IEC 20000 service management processes to improve the quality of managed services, save costs and meet corporate governance/legal requirements. Target Audience Quality Managers, IT Support Staff, IT Consultants, IT Process Consultants, Key Business Users, IT Auditors, Quality Consultants, IT service providers, Purchasing managers.
Pre-requisite None
Learning Objectives At the end of this course, the learner will be able to:
Understand the principles of Service Management.
Identify the benefits of applying the ISO/IEC 20000 processes.
Understand the implementation route to achieve ISO/IEC 20000.
Know relationships between the different Service Management processes.
Understand what ISO/IEC 20000 means in a practical, real world, perspective.
