IT Service Management: ISO20000

Offered By: LinkedIn Learning

Tags

Information Technology Courses

Course Description

Overview

Learn the core components of ISO/IEC 20000, the first international standard for IT service management.

Syllabus

1. 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

2. 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

Taught by

Suzanne Van Hove

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