This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2011, 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

2 - Day Program

At the end of this training, participants will be able to:

• Understand the implementation of an IT Service Management System in accordance with ISO 20000
• Understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
• Know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2011 and ITIL
• Know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
• Acquire the necessary expertise to contribute in implementing an IT Service Management System (ITSMS) as specified in ISO 20000

• Members of an IT service team
• IT professionals wanting to gain a comprehensive knowledge of the main processes of an IT Service Management System (ITSMS)
• Staff involved in the implementation of the ISO 20000 Standard
• Technicians involved in operations related to an ITSMS
• Auditors