IT Service Management Principles - Principles of IT Service Management System (ITSM) ISO 20000 -

This is a comprehensive course on IT service management principles. This course is based on ISO 20000 and covers a wide area as listed below

In this free online course on IT service management principles, you will learn about ISO/IEC 20000-1 standard’s principles, essentials, and operations of ITSM.

This free online ISO/IEC 20000 course explains Information Technology Service Management fundamentals in practical terms.

You will learn the ISO/IEC 20000 standards included in the series, the objectives of a Service Management System, details behind ITSM operations,

ISO 20000:2018, ISO 20000-1 certification process, and its equivalence with ITIL, to enable you to implement and enforce it in your organization correctly.

This free online course on ISO/IEC 20000 is specifically designed to meet the needs of anyone in organizational service management.

The ISO/IEC 20000 series is acknowledged as the novel series of international standards for the service management system (SMS),

which specifies the needs and requirements for the service provider to plan, develop, implement, work, monitor, review, maintain, and enhance an information technology SMS.

It also includes some guidelines for the implementation and conceptualization of ideas related to service management and this ISO 20000 certification is compatible with the ITIL (Information Technology Infrastructure Library),

which shows the ‘how’ part of the implementation of the service management system.

IT service management principles is one important aspect of IT Management that professionals should be vested on

This course on ISO 20000 includes training material, organized learning outcomes for each module, and covers fundamental knowledge of the ISO 20000 – ITSM.

The structure and the changes in the ISO 20000-1 auditable international standard for ITSMS (IT Service management system) are covered as well as the various clauses, starting from the organization’s context,

the role of leadership in ITSM, planning and support functions within the ITSM, operating the ITSM, monitoring, measurement, analysis, internal audits, and management reviews.

You will be able to outline the purpose and content included in the ISO 20000 series and some of the changes that have been made to the standard over the years.

You will learn the structure and requirements for the ISO/IEC 20000 and how your organization can become certified.

The course is aimed at those accountable for complying with management system audit requirements, including those in departmental management,

front desk engineering, service management representation, and related departments who deal with and implement ISO standards.

Modules

Fundamentals of Information Technology Service Management System

Fundamentals of Information Technology Service Management System – Learning Outcomes
Fundamentals of Service Management & ISO 20000
Introduction to Service Management System
Essentials of ISO 20000-1
Fundamentals of Information Technology Service Management System – Lesson Summary

Operations of IT Service Management System

Operations of IT Service Management System – Learning Outcomes
Leadership Role in Context Analysis, Planning & Support Functions
Operation Controls & Improvement in IT Services Management System
ISO 20000-1 Certification Process & its Equivalence with ITIL
Operations of IT Service Management System – Lesson Summary

Course assessment

ISO 20000 – Principles of IT Service Management System (ITSM) – Course Assessment

Learning Outcomes on IT service management principles

By the end of this course, you will be able to:

State the purpose of ISO/IEC 20000 Standard
List and outline the contents of the standard’s series
Describe a Service Management System (SMS)
State the benefits and roles in an IT service management (ITSM)
Discuss the benefits that a business can achieve if they adopt ITSM policies, procedures, and processes
Summarize the main changes in the ISO 20000:2018 standard
Discuss the structure and requirements of the standard
State the steps for a company to get ISO 20000 certified
Describe the differences between ISO 20000-1 and ITIL
Outline how ITIL and ISO 20000-1 work together

Course Details of IT service management principles

3 Modules
11 Topics
1.5-3 hours

MODULE 1
Fundamentals Of Information Technology Service Management System
This module will introduce you to the ISO/IEC 20000 series and ISO/IEC 20000-1 standard. You will learn the multiple contents of the ISO/IEC 20000 series. Get introduced to the objective of a Service Management System (SMS). Moreover, You will learn the roles and processes of IT Service Management and the organizational benefits of ITSM policies. Furthermore, you will specify differences between the previous and revised version of ISO 20000. Lastly, ISO 20000:2018 requirements are explained.
Fundamentals Of Information Technology Service Management System – Learning Outcome
Fundamentals Of Service Management & ISO 20000
Introduction To Service Management System
Essentials Of ISO 20000-1
Fundamentals Of Information Technology Service Management System – Lesson Summary
MODULE 2
Operations Of IT Service Management System
In this module, ISO 20000:2018 clauses are explained. The operations of service management start with a planning phase which includes analyzing the organization’s context, planning for the service management system, providing the support functions to operate the ITSMS, and then going towards the actual operations. Then we also need to evaluate the performance of the system to identify lapses for improvement. Finally, the module covers the relationship of ITIL with the standard.
Operations Of IT Service Management System – Learning Outcomes

Leadership Role In Context Analysis, Planning & Support Functions

Operation Controls & Improvement In IT Services Management System

ISO 20000-1 Certification Process & Its Equivalence With ITIL

Operations Of IT Service Management System – Lesson Summary