ISO/IEC 20000 Foundation: Course Contents | ALC Training News

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Day 1

Definitions and Principles of Service Quality Management

  • Quality
  • Services and IT Service Management
  • Processes and the Process Approach
  • Continual Improvement

Introduction to ISO/IEC 20000

  • History and Purpose
  • Structure
  • Terms and Definitions

Management and Improvement of ITSM

  • Requirements for a Management System
  • Planning and Implementing Service Management

Day 2


Control of IT services

  • Planning and Implementing New or Changed Services
  • Configuration Management
  • Change Management
  • Release Management

Alignment of IT and the business

  • Business Relationship Management
  • Service Level Management
  • Service Reporting
  • Supplier Management
  • Budgeting and Accounting for IT Services

Delivery of IT Services

  • Service Continuity & Availability Management
  • Capacity Management
  • Information Security Management

Sample Exam Paper

Day 3


Support of IT Services

  • Incident Management
  • Problem Management

Position of ISO/IEC 20000 in IT Service Management

  • Relationship with other Standards and Frameworks
  • Audits and Assessments
  • Certification Practices


Exam (1 hour)

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