ISO/IEC 20000-1:2018. Service management system

Understand the requirements for a service management system according to ISO/IEC 20000-1

4.45 (3430 reviews)
Udemy
platform
English
language
IT Certification
category
8,793
students
3.5 hours
content
May 2022
last update
$94.99
regular price

What you will learn

The requirements of ISO/IEC 20000-1:2018

What a Service Management System represents

Prepare for the certification as Service management professional

Implement or audit a Service management system

Description

The purpose of the course is to facilitate the understanding of the requirements for a Service management system as they are formulated by the international standard ISO/IEC 20000-1:2018.

The structure of the course follows the requirements of the standard and includes:

- an introductive part that discusses the definition of a Service management system and general aspects about ISO/IEC 20000 series of international standads, including ISO/IEC 20000-1, ISO/IEC 20000-2 and ISO/IEC 20000-3.

- Context of the organization (Clause 4 of ISO/IEC 20000-1:2018) - internal and external issues relevant to the Service management system, needs and expectations of interested parties and the scope of the Service management system.

- Leadership (Clause 5 of ISO/IEC 20000-1:2018) - the support and commitment of the top management, the service management policy, roles, responsibilities and authorities for the Service management system.

- Planning (Clause 6 of ISO/IEC 20000-1:2018) - risks and opportunities for the Service management system, service management objectives and the service management plan.

- Support of the Service Management System (Clause 7 of ISO/IEC 20000-1:2018) - resources, competence, awareness, communication, documented information and the knowledge required to support the Service management system

- Operation of the Service Management System (Clause 8 of ISO/IEC 20000-1:2018) - service portfolio, relationship and agreement, supply and demand, service design, build and transition, resolution and fulfillment, service assurance

- Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018) - monitoring, measurement, analysis and evaluation, internal audits of the Service management system and the management review

- Improvement (Clause 10 of ISO/IEC 20000-1:2018) - the management of nonconformities and corrective actions and the continual improvement of the Service Management System.

Certification to ISO/IEC 20000-1 - for service providers and for individuals - is also covered in the course.

The questions are similar to those that you may have to answer if you plan to become certified as a Service management professional.


Get all the key information about a Service management system and the requirements of international standard ISO/IEC 20000-1:2018

Content

Introduction

Introduction
ISO/IEC 20000 Standard
Relationship with other frameworks and standards
Plan. Do. Check. Act
Applicability and scope definition

4.1. Management responsibility

4.1.1. Management commitment
4.1.2. Service management policy
4.1.3. Authority, responsibility and communication
4.1.4. Management representative

4.2. Governance of processes operated by other parties

4.2.1. Governance of processes operated by other parties

4.3. Documentation management

4.3. Documentation management

4.4. Resource management

4.4. Resource mangement

4.5. Establish and improve the Service Management System (SMS)

4.5.2. Plan the SMS (Plan)
4.5.3. Implement and operate the SMS (Do)
4.5.4. Monitor and review the SMS (Check)
4.5.5. Maintain and improve the SMS (Act)
ISO/IEC 20000-1. General Management System Requirements (Chapter 4)

5. Design and transition to new or changed services

5.1. Design and transition to new or changed services - General
5.2. Plan new or changed services
5.3. Design and development of new or changed services
5.4. Transition of new or changed services

6. Service delivery processes

6.1. Service level management
6.2. Service reporting
6.3. Service continuity and availability management
6.4. Budgeting and accounting for services
6.5. Capacity management
6.6. Information security management
Recapitulation - Service Delivery processes

7. Relationship processes

7.1. Business relationship management
7.2. Supplier management

8. Resolution processes

8.1. Incident and service request management
8.2. Problem management

9. Control processes

9.1. Configuration management
9.2. Change management
9.3. Release and deployment management

Few more words...

Certification to ISO/IEC 20000-1
Instead of conclusions
Service Management Processes Quiz

Screenshots

ISO/IEC 20000-1:2018. Service management system - Screenshot_01ISO/IEC 20000-1:2018. Service management system - Screenshot_02ISO/IEC 20000-1:2018. Service management system - Screenshot_03ISO/IEC 20000-1:2018. Service management system - Screenshot_04

Reviews

Rajesh
October 25, 2023
This course provides a detailed information abt the standard which should be used by the Service Providers to provide the required services to the customers. It's easy to understand and the structure of the course is well planned and demonstrated.
Glory
October 15, 2023
The training was very informative, detailed, and explanatory in simple language. The extra knowledge about the certification and materials /presentation slides is very helpful. Thank you Christian for the Lecture.
Mohamed
October 10, 2023
I like the training, but it is highly recommended to have more questions to verify the knowledge and qlso more practical examples
Ma-Ann
August 25, 2023
Very well explained, the presenter is well-versed. I like this course very much and it is very useful to my current role.
Fabio
May 24, 2023
the course is very interesting and covers all aspects within the scope of the course. is well structured into clear, flowing lectures that allow you to learn and understand unfamiliar concepts. the resources supporting the course are very useful and well done good job and thank's
Sonal
May 8, 2023
The course is amazing and the concepts are properly breakdown and described in simple terms which is easy to understand.
Giorgio
April 2, 2023
A great introductory course to understand the standard within a short period of time. The training is clear and the topics are comprehensive.
Vanitha
January 19, 2023
It's amazing. Clear explanation plus very good understandable English and I know it's not your main language but it's very very good.
Gaspar
January 7, 2023
I enjoyed Listening to the short and brief introduction of the Service Management System course is interesting and it is my goal to work with it for a good management in the service to users and users
Lisa
December 28, 2022
I think the course would be really good for people who have no experience or knowledge of ISO20K. As I already have knowledge, I didn't really learn that much from the course. However, it was useful to run through the sections and cross check what we have in place in our organisation. It also raised some questions for me around the BRM, SLM and Supplier Management roles in our organisation and how our responsibilities are not clearly defined. I really liked the format - the short videos made it more manageable to complete alongside a busy life. Overall enjoyed the course thank you!
Mohamed
December 24, 2022
It's amazing. Clear explanation plus very good understandable English and I know it's not your main language but it's very very good.
Laura
December 6, 2022
Excellent course, it explains the subject clearly and with very important central ideas, which help to learn quickly.
Christina
July 26, 2022
Yes. I am a certified Agilist/Project Manager and have been on a team where we were being evaluated for ISO 20000 certification.
Davis
July 18, 2022
The course was very informative and interesting. The instructor, is very easy to communicate with and very interesting with real life examples of the course materials. I enjoy learning about this material to help me do my job.
Nilay
July 14, 2022
It is a detailed course and the instructor explains all the details well. It is easy to understand the standard

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1573384
udemy ID
2/27/2018
course created date
11/22/2019
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