ISO/IEC 20000 Foundation: Course Contents

Day 1

Definitions and Principles of Service Quality Management

Introduction to ISO/IEC 20000

Management and Improvement of ITSM

Day 2


Control of IT services

Alignment of IT and the business

Delivery of IT Services

Sample Exam Paper

Day 3


Support of IT Services

Position of ISO/IEC 20000 in IT Service Management


Exam (1 hour)