What You Will Learn
- Introduction to ISO/IEC 20000 and IT Service Management (ITSM): Gain an understanding of ISO/IEC 20000, the international standard for IT service management, and learn how it helps organizations deliver efficient, reliable, and quality IT services.
- Overview of the Service Management System (SMS): Understand the structure and requirements of a Service Management System (SMS), and how it integrates with organizational goals to improve customer satisfaction and service performance.
- Principles of IT Service Management: Explore the key principles behind ITSM such as service delivery, continual improvement, accountability, and customer focus that support sustainable business operations.
- Planning and Establishing an ISO 20000-Compliant SMS: Learn how to define scope, develop policies, identify service objectives, and establish the framework required to implement an effective service management system.
- Implementing IT Service Management Processes: Gain insights into core ITSM processes like incident management, problem management, service continuity, capacity management, and service level management.
- Roles, Responsibilities, and Governance: Understand the roles and responsibilities of management, service owners, and support teams in maintaining and improving the SMS in line with ISO 20000 requirements.
- Performance Evaluation and Continual Improvement: Learn how to monitor, measure, analyze, and evaluate service performance, and apply continual improvement techniques to enhance service quality and efficiency.
- Audit and Certification Preparation: Explore the audit process, documentation requirements, and steps involved in achieving ISO/IEC 20000 certification at the organizational level.
- Foundation and Lead Implementer Skills: Develop foundational knowledge and practical implementation skills to guide organizations through ISO 20000 adoption, ensuring alignment with global best practices in IT service management.
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We keep class sizes small to ensure hands-on support and personalized feedback.
Seats left: 12
📅 Happening on: Nov 24 – Nov 26, 2026
⏳ Duration: 2days • Live
