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Updated in [September 26th, 2023]
What does this course tell?
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This free online course on ISO/IEC 20000 is specifically designed to meet the needs of anyone in organizational service management, and the ISO/IEC 20000 series is acknowledged as the novel series of international standards for the service management system (SMS), which specifies the needs and requirements for the service provider to plan, develop, implement, work, monitor, review, maintain, and enhance an information technology SMS. It also includes some guidelines for the implementation and conceptualization of ideas related to service management and this ISO 20000 certification is compatible with the ITIL (Information Technology Infrastructure Library), which shows the 'how' part of the implementation of the service management system.
This course on ISO 20000 includes training material, organized learning outcomes for each module, and covers fundamental knowledge of the ISO 20000 – ITSM. The structure and the changes in the ISO 20000-1 auditable international standard for ITSMS (IT Service management system) are covered as well as the various clauses, starting from the organization’s context, role of leadership in ITSM, planning and support functions within the ITSM, operating the ITSM, monitoring, measurement, analysis, internal audits, and management reviews. You will be able to outline the purpose and content included in the ISO 20000 series and some of the changes that have been made to the standard over the years. You will learn the structure and requirements for the ISO/IEC 20000 and how your organization can become certified.
The course is aimed at those accountable for complying with management system audit requirements, including those in departmental management, front desk engineering, service management representation and related departments who deal with and implement ISO standards.
We considered the value of this course from many aspects, and finally summarized it for you from two aspects: skills and knowledge, and the people who benefit from it:
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What skills and knowledge will you acquire during this course?During this course on ISO 20000 - Principles of IT Service Management System (ITSM), learners will acquire the following skills and knowledge:
1. Understanding of ISO/IEC 20000 series: Learners will gain a comprehensive understanding of the ISO/IEC 20000 series, which is a set of international standards for the service management system (SMS). They will learn about the purpose and content included in the ISO 20000 series.
2. Knowledge of IT Service Management (ITSM): The course covers fundamental knowledge of IT Service Management, including the role of leadership in ITSM, planning and support functions within ITSM, operating the ITSM, monitoring, measurement, analysis, internal audits, and management reviews.
3. Familiarity with ISO 20000-1 auditable international standard: Learners will gain knowledge about the structure and changes in the ISO 20000-1 auditable international standard for IT Service Management System (ITSMS). They will understand the various clauses and requirements of the standard.
4. Ability to implement and enhance an ITSM: The course provides guidelines for the implementation and conceptualization of ideas related to service management. Learners will acquire the skills to plan, develop, implement, work, monitor, review, maintain, and enhance an information technology SMS.
5. Compatibility with ITIL: The ISO 20000 certification is compatible with the ITIL (Information Technology Infrastructure Library). Learners will understand the "how" part of implementing the service management system in alignment with ITIL practices.
6. Certification process: Learners will learn how their organization can become certified in ISO/IEC 20000. They will gain knowledge about the certification process and requirements.
Who will benefit from this course?
This course on ISO 20000 - Principles of IT Service Management System (ITSM) will benefit individuals in organizational service management who are responsible for planning, developing, implementing, working, monitoring, reviewing, maintaining, and enhancing an information technology service management system (SMS).
Specific professions that will benefit from this course include:
1. IT Service Managers: This course will provide IT service managers with the necessary knowledge and skills to effectively implement and manage an IT service management system based on the ISO 20000 standard. It will help them understand the requirements and guidelines for service management and how to align their organization's IT services with best practices.
2. IT Professionals: IT professionals, such as IT engineers and technicians, who are involved in the operation and support of IT services will benefit from this course. It will enhance their understanding of IT service management principles and practices, enabling them to contribute to the effective delivery of IT services within their organization.
3. Quality Assurance Professionals: Quality assurance professionals responsible for ensuring compliance with management system audit requirements will find this course valuable. It will provide them with a comprehensive understanding of the ISO 20000 standard and its requirements, enabling them to effectively assess and audit the organization's IT service management system.
4. Departmental Managers: Departmental managers who are accountable for complying with management system audit requirements will benefit from this course. It will equip them with the knowledge and skills to effectively implement and maintain an IT service management system that aligns with the ISO 20000 standard.
5. Service Management Representatives: Individuals responsible for representing the organization in matters related to service management will find this course beneficial. It will provide them with a deep understanding of the ISO 20000 standard and its implementation, enabling them to effectively communicate and advocate for the organization's IT service management system.
Course Syllabus
Fundamentals of Information Technology Service Management System
This module will introduce you to the ISO/IEC 20000 series and ISO/IEC 20000-1 standard. You will learn the multiple contents of the ISO/IEC 20000 series. Get introduced to the objective of a Service Management System (SMS). Moreover, You will learn the roles and processes of IT Service Management and the organizational benefits of ITSM policies. Furthermore, you will specify differences between the previous and revised version of ISO 20000. Lastly, ISO 20000:2018 requirements are explained.Operations of IT Service Management System
In this module, ISO 20000:2018 clauses are explained. The operations of service management start with a planning phase which includes analyzing the organization's context, planning for the service management system, providing the support functions to operate the ITSMS, and then going towards the actual operations. Then we also need to evaluate the performance of the system to identify lapses for improvement. Finally, the module covers the relationship of ITIL with the standard.Course assessment
