What You Will Learn
- Introduction to ISO/IEC 20000 and IT Service Management (ITSM): Gain a deep understanding of ISO/IEC 20000, the international standard for IT service management, and learn how it supports the delivery of consistent, efficient, and high-quality IT services.
- ISO/IEC 20000 Framework and Requirements: Explore the structure, scope, and requirements of the standard, and understand how it aligns with organizational objectives, customer satisfaction, and continual improvement.
- Planning a Service Management System (SMS): Learn how to define the scope, policies, and objectives of a Service Management System, ensuring it is aligned with business strategy and stakeholder needs.
- Implementing the SMS: Master the process of implementing IT service management practices, including change management, incident management, service continuity, capacity management, and service level management.
- Roles and Responsibilities in Implementation: Understand the roles of leadership, service managers, and implementation teams in establishing and maintaining an effective and compliant service management system.
- Risk Management and Continual Improvement: Develop the ability to identify, assess, and manage risks while embedding continual improvement practices to enhance service quality and organizational performance.
- Performance Evaluation and Monitoring: Learn how to evaluate service performance through audits, monitoring, and measurement, ensuring the SMS remains effective and aligned with ISO/IEC 20000 requirements.
- Preparing for Certification Audit: Gain the knowledge to prepare your organization for internal and external audits, including documentation management, evidence collection, and corrective action planning.
- Lead Implementer Competencies: Build leadership and project management skills to guide your organization through ISO/IEC 20000 implementation, certification, and ongoing service excellence.
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We keep class sizes small to ensure hands-on support and personalized feedback.
Seats left: 12
📅 Happening on: Nov 11 – Nov 13, 2025
⏳ Duration: 3days • Live
