ISO/IEC 20000-1: IT Service Management Systems (ITSM) (Udemy.com)

ISO/IEC 20000-1 is the international standard for service management systems (SMS) — the certifiable framework for IT service management (ITSM) and, since its 2018 edition, for managing services of any kind. It defines the requirements for planning, designing, delivering and improving services, and it is the standard IT service providers certify against to demonstrate the quality of their service delivery.

This course walks you through the requirements of ISO/IEC 20000-1, clause by clause, so you understand what a service management system consists of and how organizations implement and certify one.

Course structure

• Introduction — what a service management system is, and the ISO/IEC 20000 series of standards: ISO/IEC 20000-1 (requirements), ISO/IEC 20000-2 (application guidance) and ISO/IEC 20000-3 (scope definition)

• Context of the organization (Clause 4) — internal and external issues, needs and expectations of interested parties, and the scope of the SMS

• Leadership (Clause 5) — top management commitment, the service management policy, and roles, responsibilities and authorities

• Planning (Clause 6) — risks and opportunities, service management objectives, and the service management plan

• Support (Clause 7) — resources, competence, awareness, communication, documented information, and the knowledge needed to support the SMS

• Operation (Clause 8) — the heart of the standard, covering the service management processes:

  • Service portfolio — planning services, and the service catalogue

  • Relationship and agreement — business relationship management, service level management and service level agreements (SLAs), and supplier management

  • Supply and demand — budgeting, demand and capacity management

  • Service design, build and transition — including change management and release and deployment management

  • Resolution and fulfilment — incident management, service request management and problem management

  • Service assurance — service availability, service continuity and information security management

• Performance evaluation (Clause 9) — monitoring, measurement, analysis and evaluation, internal audits, and the management review

• Improvement (Clause 10) — nonconformities, corrective actions and continual improvement

The course also covers certification to ISO/IEC 20000-1 — for service providers and for individuals — and includes quiz questions similar to those you may face when certifying as a service management professional.

Who this course is for

• IT service management (ITSM) professionals, service managers and service desk leads

• ITIL practitioners who want to understand the certifiable standard that complements the ITIL framework

• IT managers and managed service providers (MSPs) preparing their organization for ISO/IEC 20000-1 certification

• Quality and management system professionals (ISO 9001, ISO/IEC 27001) extending into service management

• Consultants and auditors working with service management systems

Get all the key information about service management systems and the requirements of ISO/IEC 20000-1:2018 — the standard behind quality IT service delivery.