ISO/IEC 20000 standard is the only international standard for IT Service Management; it is a formal set of specifications and requirements Service Providers should be aiming for. SO/IEC 20000 is aimed at providing the required evidence that IT service provider has an effective and reliable Service Quality Management system which has been or can be audited against the international standard in IT Service Management. The standard was initially based on the British Standard 15000 and best practice of the IT Infrastructure Library (ITIL). ISO/IEC 20000 international standard for IT Service Management promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. The ISO/IEC 20000 standard and associated documentation enables service providers to understand how to enhance the quality of services delivered to their customers, both internal and external. ISO/IEC 20000 standard applies to both large and small service providers, irrelevant of the core competency the End-User-Organization. ISO/IEC 20000 defines the requirements for a service provider to deliver managed services. The standard may be used:
There are no prerequisites for this course.
2 Days/Lecture & Lab
The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers. Also, this program is for everyone who:
The evolution of IT Service Management (ITSM)