- To understand the implementation of an IT Service Management System in accordance with ISO 20000
- To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
- To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
- To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
- To acquire the necessary expertise to contribute in implementing an IT Service Management System (SMS) as specified in ISO 20000
Summary
This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.
General Information
- Certification fees are included in the exam price
- A student manual containing over 200 pages of information and practical examples will be distributed to participants
- A participant certificate of 14 CPD (Continuing Professional Development) credits will be issued to participants
- In case of failure of the exam,participants are allowed to retake the exam for free under certain conditions