ISO/IEC 20000-1:2018. Service management system

About ISO/IEC 20000-1:2018. Service management system

The purpose of the course is to facilitate the understanding of the requirements for a Service management system as they are formulated by the international standard ISO/IEC 20000-1:2018.

_The structure of the course follows the requirements of the standard and includes:_

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an introductive part

that discusses the definition of a Service management system and general aspects about ISO/IEC 20000 series of international standads, including ISO/IEC 20000-1, ISO/IEC 20000-2 and ISO/IEC 20000-3. -

Context of the organization

(Clause 4 of ISO/IEC 20000-1:2018) - internal and external issues relevant to the Service management system, needs and expectations of interested parties and the scope of the Service management system. -

Leadership

(Clause 5 of ISO/IEC 20000-1:2018) - the support and commitment of the top management, the service management policy, roles, responsibilities and authorities for the Service management system. -

Planning

(Clause 6 of ISO/IEC 20000-1:2018) - risks and opportunities for the Service management system, service management objectives and the service management plan. -

Support of the Service Management System

(Clause 7 of ISO/IEC 20000-1:2018) - resources, competence, awareness, communication, documented information and the knowledge required to support the Service management system -

Operation of the Service Management System

(Clause 8 of ISO/IEC 20000-1:2018) - service portfolio, relationship and agreement, supply and demand, service design, build and transition, resolution and fulfillment, service assurance -

Performance evaluation

(Clause 9 of ISO/IEC 20000-1:2018) - monitoring, measurement, analysis and evaluation, internal audits of the Service management system and the management review -

Improvement

(Clause 10 of ISO/IEC 20000-1:2018) - the management of nonconformities and corrective actions and the continual improvement of the Service Management System.

Certification to ISO/IEC 20000-1

- for service providers and for individuals - is also covered in the course. The questions are similar to those that you may have to answer if you plan to become certified as a Service management professional.

_Get all the key information about a Service management system and the requirements of international standard ISO/IEC 20000-1:2018_