- Introduction
- About the ISO/IEC 20000 series
- The Service Management System (SMS)
Online
₹ 649 1,999
Quick facts
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Medium of instructions
English
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Mode of learning
Self study
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Mode of Delivery
Video and Text Based
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Course overview
Large modular systems that integrate all or most elements of a service-oriented organization are known as service management systems. An organization must comprehend the level of process maturity needed to transform into a service-oriented organization to have a service-management mindset. ISO/IEC 20000-1. The Service Management System certification course is created by Cristian Vlad Lupa - IT Professional & Instructor and is delivered by Udemy.
ISO/IEC 20000-1. Service Management System online course contains more than 3.5 hours of digital lectures supported by 49 downloadable resources that are designed to help students comprehend the specifications for service management systems as defined by the international standard ISO/IEC 20000-1:2018. ISO/IEC 20000-1. Service Management System online classes revolve around topics like service management process, performance evaluation, leadership, process improvement, planning, and various operations of the service management system.
The highlights
- Certificate of completion
- Self-paced course
- 3.5 hours of pre-recorded video content
- 49 downloadable resources
Program offerings
- Online course
- Learning resources
- 30-day money-back guarantee
- Unlimited access
- Accessible on mobile devices and tv
Course and certificate fees
Fees information
certificate availability
certificate providing authority
What you will learn
After completing the ISO/IEC 20000-1. Service Management System online certification, students will acquire a hands-on understanding of the functionalities of service management systems as per IEC 20000-1 and ISO standards. In this service management course, students will explore the strategies involved with service management processes. In this service management certification, students will also learn about leadership, and planning as well as will acquire the knowledge of the methodologies involved with process improvement and performance evaluation.
The syllabus
General aspects
Context of the organization (Clause 4 of ISO/IEC 20000-1:2018)
- Understanding the organization and its context
- Needs and expectations of interested parties
- The scope of the Service Management System
Leadership (Clause 5 of ISO/IEC 20000-1:2018)
- Leadership and commitment
- The service management policy
- Organizational roles, responsibilities and authorities
Planning (Clause 6 of ISO/IEC 20000-1:2018)
- Actions to address risks and opportunities
- Service management objectives and planning to achieve them
- Plan the Service management system
Support of the Service management system (Clause 7 of ISO/IEC 20000-1:2018)
- Resources
- Competence
- Awareness
- Communication
- Documented information
- Knowledge
Operation of the Service management system (Clause 8 of ISO/IEC 20000-1:2018)
- Operational planning and control
- Service delivery
- Plan the services
- Control of parties involved in the service lifecycle
- Service catalogue management
- Asset management
- Configuration management
- Business relationship management
- Service level management
- Supplier management
- Budgeting and accounting for services
- Demand management
- Capacity management
- Change management
- Service design and transition
- Release and deployment management
- Incident management
- Service request management
- Problem management
- Service availability management
- Service continuity management
- Information security management
Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018)
- Monitoring, measurement, analysis and evaluation
- Internal audit
- Management review
- Service reporting
Improvement (Clause 10 of ISO/IEC 20000-1:2018)
- Nonconformity and corrective action
- Continual improvement
Few more words...
- The certification to ISO/IEC 20000-1
- Final words
- Service Management Processes Quiz
Instructors
Mr Cristian Lupa
Auditor
Freelancer