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Learning objectives  

 

By participating in this training course, you will: 

  • Understand the basic service management concepts, definitions, and approaches 

  • Get acquainted with the ISO/IEC 20000-1 requirements for a service management system 

  • Develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1 

 

Target audience  

 

The ISO/IEC 20000 Foundation training course is intended for: 

  • Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS 

  • Personnel responsible for managing, maintaining, and improving services and service delivery capabilities 

  • Aspiring professionals seeking knowledge about basic concepts of service management 

  • Members of SMS implementation and operation teams 

  • Individuals wishing to pursue a career in service management

 

Prerequisites 

Exam and Certification information  

 

Number of Questions: 40 (Multiple Choice)  

Pass mark: 65%  

Open book: No  

Electronic equipment allowed: No  

Level: Foundation  

Languages: English, Japanese, Portuguese, Spanish  

Course Outline

Introduction to IT Service Management 

1.1 Core Concepts of IT Service Management 

  • Explain how “Adapt and Adopt” is used within service management. 
  • Explain the difference between an IT service and non-IT services. 
  • Describe the value of service management.  
  • Describe the principles of continual improvement. 

 

   1.2 Core Concepts Surrounding ISO/IEC 20000-1:2018 

  • Identify the purpose and benefits of ISO/IEC 20000. 
  • Describe what a service management system is. 
  • Describe how management system standards (MSSs) are designed to allow organizations to integrate multiple MSSs.  
Service Management System (SMS)

2.1 Critical Elements of a Service Management System 

  • Explain how the organization and interested parties impact the SMS. 
  • Describe the importance of understanding organizational risks and opportunities. 
  • Describe the service management objectives. 
  • Outline the leadership responsibilities. 
  • Define general governance principles. 
  • Describe importance of documentation and basic requirements for documentation. 
  • Describe the requirements for resource management. 

 

  2.2 Core Concepts of the Service Management System  

  • Describe the key principles of producing and implementing a service  
  • Management system. 
  • outline the requirements for designing, building and transitioning new or changed services. 
  • Describe the requirements for monitoring, measuring, analysis, evaluation and improving the SMS and services.  
  • Describe the continual improvement activities for the SMS and services. 
The Operation of the Service Management System

3.1 Service Portfolio Processes (Service Catalog Management, Asset Management, Configuration Management) 

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application for each process. 

 

  3.2 Relationship and Agreement Processes (Business Relationship Management, Service Level Management, Supplier Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

 

  3.3 Supply and Demand Processes (Budgeting and Accounting for Services, Demand Management, Capacity Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

 

  3.4 Service Design, Build and Transition Processes (Change Management, Release and Deployment Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

 

  3.5 Resolution and Fulfilment Processes (Incident Management, Service Request Management, Problem Management) 

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process.  

 

  3.6 Service Assurance Processes (Service Availability Management, Service Continuity Management, Information Security Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

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