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IT Service Management: ISO20000

4h 50mAdvanced2014-09-08

Authors

Suzanne Van Hove

Blends education with passion for IT service management

Course details

Learn the core components of ISO/IEC 20000. ISO/IEC 20000 is the first international standard for IT service management developed by the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC). Suzanne Van Hove introduces the core concepts of IT service management, explores critical terms, examines the service-delivery processes, and takes a look at relationship, resolution, and control processes.

Skills covered

IT Service ManagementNetwork and System AdministrationDeep Dive (X:Y)

Concepts

1. Core Components

01 - Introduction
02 - Core concepts to IT service management
03 - Core concepts of quality frameworks
04 - Critical terms
05 - Review - Exercise one
06 - Service management system (SMS) general requirements
07 - Service design and transition

2. The Supporting Processes

08 - Service delivery processes - Part one
09 - Services delivery processes - Part two
10 - Review - Exercise two
11 - Relationship processes
12 - Resolution processes
13 - Control processes
14 - Review - Exercise three
15 - Exam tips