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
(Recap)
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
(Recap)
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
Revision
Exam (1 hour)