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30-Day Money-Back Guarantee

This course includes:

  • 3.5 hours on-demand video
  • 48 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
IT & Software IT Certification IT Service Management

ISO/IEC 20000-1. Service Management System

Become a Service Management professional. Understand the requirements of ISO/IEC 20000-1:2018
Bestseller
Rating: 4.2 out of 54.2 (862 ratings)
2,708 students
Created by Cristian Vlad Lupa
Last updated 6/2020
English
English
30-Day Money-Back Guarantee

What you'll 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
Curated for the Udemy for Business collection

Requirements

  • No specific prior knowledge required
  • Familiarity with ISO standards and other service management frameworks (e.g. ITIL, COBIT, CMMI) is helpful
  • General knowledge and understanding of service management concepts is helpful

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

Who this course is for:

  • Service management practitioners
  • ISO consultants
  • Management system auditors
  • Professionals looking to certify their competence in Service management
  • Anyone interested in improving services and delivering value to customers

Course content

9 sections • 48 lectures • 3h 14m total length

  • Preview02:36
  • About the ISO/IEC 20000 series
    06:42
  • Preview03:34

  • Understanding the organization and its context
    03:34
  • Needs and expectations of interested parties
    03:20
  • The scope of the Service Management System
    07:05

  • Leadership and commitment
    05:31
  • The service management policy
    03:29
  • Organizational roles, responsibilities and authorities
    04:11

  • Actions to address risks and opportunities
    06:35
  • Service management objectives and planning to achieve them
    03:44
  • Plan the Service management system
    06:15

  • Resources
    01:45
  • Competence
    03:59
  • Awareness
    01:42
  • Communication
    03:24
  • Documented information
    05:42
  • Preview04:13

  • Operational planning and control
    03:31
  • Service delivery
    02:15
  • Plan the services
    02:40
  • Control of parties involved in the service lifecycle
    03:27
  • Service catalogue management
    03:59
  • Asset management
    01:58
  • Configuration management
    05:50
  • Business relationship management
    04:18
  • Service level management
    03:11
  • Supplier management
    05:39
  • Budgeting and accounting for services
    03:47
  • Demand management
    01:48
  • Capacity management
    04:06
  • Change management
    06:38
  • Service design and transition
    05:55
  • Release and deployment management
    06:37
  • Incident management
    04:49
  • Service request management
    02:58
  • Problem management
    04:34
  • Service availability management
    03:08
  • Service continuity management
    04:28
  • Information security management
    05:30

  • Monitoring, measurement, analysis and evaluation
    02:51
  • Internal audit
    04:31
  • Management review
    03:07
  • Preview04:14

  • Nonconformity and corrective action
    03:28
  • Continual improvement
    02:30

  • The certification to ISO/IEC 20000-1
    03:10
  • Final words
    02:35
  • Service Management Processes Quiz
    8 questions

Instructor

Cristian Vlad Lupa
Auditor, Consultant & Trainer
Cristian Vlad Lupa
  • 4.4 Instructor Rating
  • 17,838 Reviews
  • 41,190 Students
  • 15 Courses

Cristian is an experienced auditor, consultant and trainer who has been working in conformity evaluation for more than 15 years,

Passionate about standards and how their use can help organizations improve, Cristian has been involved in more than 500 audits in different European countries as well as numerous consulting projects on different standards.

A certified auditor and risk assessor, Cristian is today the managing director of RIGCERT - accredited certification body operating in Europe.


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