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
Core Components
- Introduction
- Core concepts to IT service management
- Core concepts of quality frameworks
- Critical terms
- Review - Exercise one
- Service management system (SMS) general requirements
- Service design and transition
The Supporting Processes
- Service delivery processes - Part one
- Services delivery processes - Part two
- Review - Exercise two
- Relationship processes
- Resolution processes
- Control processes
- Review - Exercise three
- Exam tips