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ITSMF ISO/IEC 20000 Overview - 1 day
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The Overview is a one day, high level introduction to the ISO/IEC 20000 standard. It provides an excellent starting point for organisations who are implementing service management and who are keen to ensure a common understanding of the accredited standard to which IT Services can be delivered.
Delegates will learn how to:
- Appreciate the concepts of Service Management – a controlled and disciplined approach to the support and delivery of quality IT Services
- Interpret the contents of the ISO/IEC 20000 standard for delivery of IT Services
- Understand the process for accreditation to the standard.
There will be opportunity for questions and answers.
Content
The course will include an overview of the ISO20000 Service Management standard covering:
Introduction and background
- The certification scheme
- Use and application of the standard (Part 1 and Part 2)
- Assessments and audits
- Role of toolsets
- Eligibility and scoping
- Co-ordination and integration processes
- Requirements for a Management System
- Planning and implementing service management
- Planning and implementing new and changed services
- Service Delivery processes
- Service Level Management
- Capacity Management
- Service Continuity and Availability Management
- Budgeting and Accounting for IT Services
- Service Reporting
- Information Security Management
- Resolution, control and release processes (Service Support)
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Relationship processes
- Business Relationship Management
- Supplier Management
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