ISO/IEC 20000-1:2018: IT Service Management Mastery

Name: ISO/IEC 20000-1:2018: IT Service Management Mastery
Rating: 4.1 (10 reviews)

Master the SMS framework, ITIL 4 alignment, and certification audit from Clauses 4 through 10

Role Play

Created byISO Horizon

Last updated 6/2026

English

What you'll learn

Interpret every clause of ISO/IEC 20000-1:2018 with confidence and precision
Define the scope of a Service Management System and identify interested parties
Author a service management policy and assign clear roles, responsibilities, and authorities
Conduct risk assessments and set measurable service management objectives
Design and operate the service portfolio, service catalogue, and configuration management database
Negotiate and govern SLAs, OLAs, and underpinning contracts that hold up under audit
Manage incidents, problems, service requests, changes, and releases in line with the standard
Plan and execute internal audits, management reviews, and continual improvement cycles
Transition an existing SMS from ISO/IEC 20000-1:2011 to the 2018 edition without disruption
Prepare your organization for a successful ISO 20000 certification audit and ongoing surveillance

Course content

36 sections • 35 lectures

What ISO/IEC 20000-1 Is and Why It Matters8:19
ISO/IEC 20000-1 is the international standard that defines the requirements for a Service Management System, and earning certification against it signals to customers, regulators, and partners that an IT organization runs its services with measurable discipline. This lecture introduces the standard at a strategic level, explaining what a Service Management System actually is, who publishes the standard, why it exists alongside frameworks such as ITIL 4 and COBIT, and the tangible business benefits an organization gains from conforming to it. You will see how the standard supports contractual obligations, regulatory expectations, customer trust, and continual improvement, and you will understand why service management has moved from a technical concern to a board level conversation in modern enterprises.
History and Evolution of the Standard9:38
Tracing the lineage of ISO/IEC 20000 reveals why the current standard looks the way it does and how it earned its global credibility. This lecture walks through the journey from the original BS 15000 published in the United Kingdom, the elevation to ISO/IEC 20000 in 2005, the significant 2011 revision, and the modernized 2018 edition that aligns with the high level structure shared by other ISO management system standards. You will learn how each version reflected the maturity of the service management profession at the time, why ISO chose to harmonize structure across ISO 9001, ISO 14001, ISO/IEC 27001, and ISO/IEC 20000-1, and what that harmonization means for organizations pursuing multiple certifications simultaneously.
ISO 20000 and ITIL 4: Complementary Frameworks10:12
ISO/IEC 20000-1 and ITIL 4 are often confused, yet they play distinct and complementary roles in modern IT service management. This lecture clarifies that ISO 20000-1 is a certifiable standard that defines what must be true about a Service Management System, while ITIL 4 is a body of guidance that describes how practices can be performed. You will see how the four dimensions of service management in ITIL 4, the service value system, and the thirty four management practices map onto the requirements of ISO 20000-1, and you will understand how organizations use ITIL 4 as the implementation toolkit that helps them satisfy the audit criteria of the standard.
What Changed in the 2018 Revision9:42
The 2018 revision of ISO/IEC 20000-1 was not a minor refresh but a structural realignment that brought the standard into the modern era of integrated management systems. This lecture explains the adoption of the harmonized high level structure, the introduction of explicit requirements around context of the organization and interested parties, the strengthened emphasis on leadership and risk based thinking, the expanded coverage of supplier and external party relationships, and the consolidation of certain operational requirements. You will learn what was dropped, what was added, what was reworded, and how these changes reflect the realities of cloud delivery, multi sourced services, and agile ways of working.
Key Terms and Concepts in Service Management10:41
Every clause of ISO/IEC 20000-1:2018 rests on a precise vocabulary, and misunderstanding even a single term can derail an audit conversation. This lecture defines the foundational concepts that recur throughout the standard, including service, service management, Service Management System, customer, user, interested party, external supplier, internal supplier, customer of the supplier, configuration item, configuration management database, service component, service request, incident, problem, and nonconformity. You will see how these terms relate to one another, how the 2018 edition refined certain definitions compared with earlier versions, and why a shared internal glossary is one of the first artifacts a successful implementation team produces.
Section 1 Quiz: Introduction to ISO/IEC 20000-1:2018
Roleplay: Introduction to ISO/IEC 20000-1:2018

Clauses 4.1 and 4.2: Organizational Context and Interested Parties9:57
Clause 4 of ISO/IEC 20000-1:2018 begins by asking a deceptively simple question: who are you and who cares about your services. This lecture explains how to identify the internal and external issues that affect the Service Management System, including market conditions, regulatory pressures, technology trends, organizational culture, and the political climate around IT. You will learn how to map interested parties such as customers, users, internal stakeholders, suppliers, regulators, and shareholders, capture their needs and expectations, and translate that intelligence into inputs that shape the scope, risks, objectives, and policies of the SMS in a way that auditors can clearly trace.
Clauses 4.3 and 4.4: Defining SMS Scope and Establishing the System10:06
The scope statement of a Service Management System is one of the most consequential decisions an organization makes, because it determines what an auditor will examine and what claims the organization can publicly make. This lecture walks through Clause 4.3 in detail, showing how to define scope by services, locations, organizational units, and technologies, how to handle services delivered by external suppliers or shared with parent organizations, and how to document justifiable exclusions. It then covers Clause 4.4, the requirement to establish, implement, maintain, and continually improve the SMS itself, including the processes needed and their interactions, which together form the operational heart of conformity.
Clauses 5.1 and 5.2: Leadership Commitment and the Service Management Policy9:27
ISO/IEC 20000-1:2018 places top management on the hook for the Service Management System in ways that earlier editions only implied. This lecture unpacks Clause 5.1, which obligates leadership to demonstrate accountability, ensure resources, communicate the importance of effective service management, and integrate SMS requirements into the organization's business processes. It then covers Clause 5.2, the service management policy, explaining what the policy must contain, how it relates to the broader strategic direction of the organization, why it must be communicated and made available to interested parties, and how auditors test whether leadership is genuinely engaged or merely paying lip service.
Clause 5.3: Organizational Roles, Responsibilities, and Authorities8:08
Clear ownership is the difference between a Service Management System that thrives and one that quietly collapses under ambiguity. This lecture examines Clause 5.3 of ISO/IEC 20000-1:2018, the requirement that top management assign responsibilities and authorities for the SMS, ensure it conforms to the standard, and report on its performance. You will see how organizations typically appoint a service management representative or equivalent role, how RACI matrices, organization charts, and process ownership models satisfy this requirement, and how supplier relationships and governance of external parties are factored in so that accountability is never lost at the seam between internal teams and outsourced providers.
Clause 6.1: Risk Assessment and Addressing Risks and Opportunities8:33
Risk based thinking is one of the most significant additions of the 2018 revision, and Clause 6.1 codifies it for the Service Management System. This lecture explains how to identify risks and opportunities that could affect the SMS, services, customers, and interested parties, how to evaluate them in a structured way using qualitative or quantitative methods, and how to plan actions that address them and integrate those actions into the SMS processes themselves. You will see examples drawn from availability, security, supplier, and capacity risks, and learn how to demonstrate to an auditor that risk assessment is a living activity rather than a one off spreadsheet.
Clauses 6.2 and 6.3: Service Management Objectives and SMS Planning8:26
Objectives turn the abstract intent of a service management policy into measurable targets, and Clause 6.2 of ISO/IEC 20000-1:2018 dictates how those objectives must be set. This lecture explains the criteria the standard places on objectives, including consistency with the policy, measurability, monitoring, communication, and updating, and shows how to cascade them through service lines, processes, and teams. It then covers Clause 6.3, the requirement to plan the SMS itself by determining what will be done, what resources are required, who is responsible, when it will be completed, and how results will be evaluated, producing the service management plan that ties the whole system together.
Section 2 Quiz: Building the Foundation: Context, Leadership, and Planning (Clauses 4-6)
Roleplay: Building the Foundation: Context, Leadership, and Planning (Clauses 4-6)

Clauses 7.1 and 7.2: Resources and Competence for Service Management11:39
A Service Management System is only as strong as the people, tools, and infrastructure behind it. This lecture covers Clause 7.1 of ISO/IEC 20000-1:2018, which obligates the organization to determine and provide the resources needed to establish, implement, maintain, and continually improve the SMS, including human, technical, informational, and financial resources. It then moves to Clause 7.2, competence, explaining how to identify the necessary skills for each role, evaluate current competence, close gaps through training, mentoring, recruitment, or reassignment, and retain documented evidence such as training records and skill matrices that auditors will inspect during certification and surveillance visits.
Clauses 7.3 and 7.4: Awareness and Communication7:54
Compliance without comprehension is fragile, which is why Clause 7.3 of ISO/IEC 20000-1:2018 requires that personnel working under the organization's control are aware of the service management policy, relevant objectives, their contribution to SMS effectiveness, and the implications of not conforming. This lecture explains practical ways to build awareness through onboarding, intranet communications, town halls, and embedded process documentation. It then turns to Clause 7.4, which requires the organization to determine internal and external communications relevant to the SMS, including what to communicate, when, with whom, how, and by whom, ensuring that messages flow predictably rather than by accident.
Clause 7.5: Documented Information Requirements7:43
Documented information is the audit trail of conformity, and Clause 7.5 of ISO/IEC 20000-1:2018 lays out detailed expectations for creating, updating, and controlling it. This lecture explains the difference between documents that must be maintained, such as the service management policy and objectives, and records that must be retained as evidence of operation, such as audit results and incident logs. You will learn the requirements for identification, format, review and approval, distribution, access, retrieval, storage, version control, retention, and disposition, and how modern document management systems and configuration management databases satisfy these obligations efficiently.
Clause 7.6: Knowledge Management in the SMS8:42
Clause 7.6 of ISO/IEC 20000-1:2018 introduces an explicit requirement around knowledge, treating it as an asset that must be determined, maintained, made available, and acquired or accessed when needed. This lecture explores what counts as service management knowledge, ranging from technical know how about specific configuration items, to lessons learned from incidents and problems, to the institutional memory held by long tenured staff. You will see how knowledge bases, communities of practice, post incident reviews, mentoring, and external partnerships satisfy the clause, and how knowledge loss through attrition or outsourcing is one of the most common audit findings in this area.
Building a Culture That Sustains the SMS7:12
The clauses of ISO/IEC 20000-1:2018 can be technically met while the underlying culture remains hostile to service quality, which is why mature organizations treat culture as a deliberate design decision. This lecture examines how to cultivate the behaviors that make support of the SMS effortless, including psychological safety so that incidents are reported honestly, recognition systems that reward improvement contributions, leadership modeling of customer focus, transparency around performance data, and rituals such as retrospectives and improvement boards that keep the system alive. You will see what good and bad service management cultures look like in practice and how to assess where your organization sits today.
Section 3 Quiz: Supporting the Service Management System (Clause 7)
Roleplay: Supporting the Service Management System (Clause 7)

Clause 8.1: Operational Planning and Control of the SMS7:58
Clause 8.1 of ISO/IEC 20000-1:2018 requires the organization to plan, implement, and control the processes needed to meet the requirements of the Service Management System, including any outsourced processes. This lecture explains how operational planning translates the strategic service management plan into the day to day execution of processes, how criteria are established for the processes and their outputs, how documented information is maintained to demonstrate that processes are running as designed, and how changes to plans are controlled to avoid unintended consequences. You will see how operational planning ties leadership intent to the operational reality on the ground.
Clauses 8.2.1, 8.2.2, and 8.2.3: The Service Portfolio7:31
The service portfolio is the master inventory of every service the organization considers, designs, delivers, or retires, and Clause 8.2 of ISO/IEC 20000-1:2018 places clear requirements on how it is managed. This lecture covers service delivery, which requires services to be delivered in accordance with agreements, planning of services, which addresses requirements, dependencies, resources, and risks, and control of parties involved in the service lifecycle, which governs how internal suppliers, external suppliers, and customers acting as suppliers are integrated. You will learn how a healthy service portfolio drives strategic conversations rather than gathering dust on a shelf.
Clauses 8.2.5 and 8.2.6: Asset and Configuration Management7:55
Asset management and configuration management are the twin disciplines that let an organization know what it owns and how those things relate to its services. This lecture explains Clause 8.2.5, which requires the organization to manage assets used to deliver services in line with their value and criticality, and Clause 8.2.6, which requires the definition and control of configuration items, their relationships, and a configuration management database or equivalent. You will see how a well maintained CMDB underpins impact assessment for changes, root cause analysis for incidents, capacity planning, security auditing, and license compliance across the service estate.
Clauses 8.2.4 and 8.3.2: Service Catalogue and Business Relationship Management9:35
The service catalogue is the customer facing window into the service portfolio, while business relationship management is the discipline that keeps customer expectations and supplier capabilities aligned. This lecture covers Clause 8.2.4, the requirement to produce and maintain a service catalogue with information about services and their relationships, and Clause 8.3.2, business relationship management, which requires identifying customers and interested parties, maintaining communication, managing customer satisfaction, and handling complaints. You will see how the two activities together create a coherent customer experience that prevents the painful gap between what was sold and what is actually delivered.
Clause 8.3.3: Service Level Management with SLAs, OLAs, and Underpinning Contracts9:32
Service level management is where promises become measurable commitments, and Clause 8.3.3 of ISO/IEC 20000-1:2018 sets out the requirements for agreements with customers. This lecture explains how to design Service Level Agreements that specify services, targets, workload characteristics, and exceptions, how to support them with Operational Level Agreements between internal teams and Underpinning Contracts with external suppliers so that no commitment stands without a backing capability, and how to review performance against targets at planned intervals. You will see how the SLA, OLA, and UC stack creates an unbroken chain of accountability from customer expectation to operational reality.
Clause 8.3.4: Supplier Management for External Providers8:00
Most modern IT services are delivered by a constellation of external suppliers, and Clause 8.3.4 of ISO/IEC 20000-1:2018 ensures those relationships are governed rather than left to chance. This lecture covers the requirements for documented agreements with external suppliers, including scope, services delivered, prices, dispute and termination procedures, the management of supplier performance against agreements, the handling of contractual disputes, and the obligations the organization retains for services delivered through suppliers. You will learn how supplier management interacts with service level management, configuration management, and risk management to keep external dependencies from becoming hidden liabilities.
Section 4 Quiz: Operating the SMS: Portfolio, Relationships, and Agreements (Clause 8.1-8.3)
Roleplay: Operating the SMS: Portfolio, Relationships, and Agreements (Clause 8.1-8.3)

Clauses 8.4.1, 8.4.2, and 8.4.3: Budgeting, Demand, and Capacity Management11:31
Money, demand, and capacity form a tightly coupled trio that determines whether services remain viable and performant. This lecture covers Clause 8.4.1, budgeting and accounting for services, which requires the cost of services to be budgeted, monitored, and accounted for so that financial visibility supports decision making. It then explores Clause 8.4.2, demand management, which requires the organization to determine current demand, forecast future demand, and influence demand where appropriate, and Clause 8.4.3, capacity management, which requires capacity plans, monitoring of capacity and performance, and analysis to support service requirements now and into the future.
Clauses 8.5.1 and 8.5.3: Change Management and Release and Deployment9:13
Uncontrolled change is the single largest source of service disruption, which is why Clause 8.5.1 of ISO/IEC 20000-1:2018 places strict requirements on how changes to services and SMS components are managed. This lecture explains the requirement for a documented change management policy and procedure, classification and categorization of changes including emergency changes, assessment of risks and impact, authorization, scheduling, implementation, review, and the role of a change advisory function. It then covers Clause 8.5.3, release and deployment management, which requires releases to be planned with stakeholders, tested before deployment, and supported by acceptance criteria and rollback plans.
Clause 8.5.2: Service Design, Build, and Transition9:19
Clause 8.5.2 of ISO/IEC 20000-1:2018 governs the lifecycle from a decision to introduce or change a service to the moment that service is operational and accepted. This lecture explains the requirements for design including service requirements, target dates, target service levels, dependencies, resources, and risks, the build activities that turn the design into a functioning service, and the transition activities that verify the service meets its acceptance criteria, that supporting documentation is in place, that affected configuration items are updated, and that the change is reviewed for success. You will see how poor transitions undo months of design work and what makes the difference.
Clauses 8.6.1 and 8.6.2: Incident Management and Service Request Management9:25
Incidents and service requests dominate the workload of most IT operations, and Clauses 8.6.1 and 8.6.2 of ISO/IEC 20000-1:2018 set the expectations for handling both. This lecture covers incident management, including recording, classification, prioritization, escalation, resolution, closure, and the special handling of major incidents, alongside service request management, which addresses requests fulfilled through a defined process such as standard changes, information requests, or access requests. You will see how a well designed service desk distinguishes between the two, how knowledge bases accelerate resolution, and how trend analysis from incidents feeds problem management.
Clause 8.6.3: Problem Management11:46
Problem management is the discipline that turns recurring or major incidents into lasting reductions in risk, and Clause 8.6.3 of ISO/IEC 20000-1:2018 makes it a required element of the Service Management System. This lecture explains the requirement to identify problems through incident trend analysis and other sources, to investigate root causes, to record them as known errors with workarounds where complete resolution is not yet possible, to drive permanent fixes through change management, and to monitor the effectiveness of problem management itself. You will see how reactive and proactive problem management together prevent the same fire from burning down the house twice.
Clauses 8.7.1 and 8.7.2: Service Availability and Continuity Management10:14
Customers feel availability before they feel anything else, and Clauses 8.7.1 and 8.7.2 of ISO/IEC 20000-1:2018 require both day to day availability and resilience against major disruption. This lecture explains service availability management, which requires availability requirements to be identified, designed into services, monitored, and reported, and service continuity management, which requires the development, approval, maintenance, and testing of continuity plans, the determination of recovery time and recovery point objectives, and coordination with the broader business continuity arrangements of the organization. You will see how availability and continuity reinforce each other rather than overlap wastefully.
Clause 8.7.3: Information Security Management10:11
Security is no longer a separate concern bolted onto service management, and Clause 8.7.3 of ISO/IEC 20000-1:2018 embeds it into the Service Management System itself. This lecture explains the requirement for an information security policy approved by top management, the controls needed to implement the policy across services and assets, the management of security incidents through coordination with incident management, the periodic review and revision of security risks and controls, and the alignment with ISO/IEC 27001 where the organization also operates an Information Security Management System. You will see how dual conformity to 20000-1 and 27001 is often easier than running the two systems in isolation.
Section 5 Quiz: Operating the SMS: Supply, Design, and Service Delivery (Clause 8.4-8.7)
Roleplay: Operating the SMS: Supply, Design, and Service Delivery (Clause 8.4-8.7)

Clauses 9.1 and 9.4: Monitoring, Measurement, Analysis, Evaluation, and Service Reporting9:18
What gets measured gets managed, and Clauses 9.1 and 9.4 of ISO/IEC 20000-1:2018 specify what must be measured and how it must be reported. This lecture covers Clause 9.1, which requires the organization to determine what needs to be monitored and measured, the methods to be used, when measurement should be performed, when results should be analyzed and evaluated, and the use of those results to assess SMS performance and effectiveness. It then covers Clause 9.4, service reporting, which requires reports to be produced for interested parties including performance against agreements, identified nonconformities, workload characteristics, and trends, ensuring that data becomes insight rather than noise.
Clauses 9.2 and 9.3: Internal Audit and Management Review12:06
Internal audit and management review are the two formal mechanisms by which an organization checks itself before an external auditor does. This lecture explains Clause 9.2, which requires planned internal audits to determine whether the SMS conforms to the requirements of ISO/IEC 20000-1:2018 and to the organization's own requirements, conducted by competent auditors using documented programs and reported to relevant management. It then covers Clause 9.3, management review, which requires top management to review the SMS at planned intervals using specified inputs such as audit results, customer feedback, performance against objectives, and improvement opportunities, producing decisions and actions that drive the system forward.
Clause 10: Nonconformity, Corrective Action, and Continual Improvement12:27
Clause 10 of ISO/IEC 20000-1:2018 transforms the Service Management System from a static compliance exercise into a learning system that gets better over time. This lecture explains Clause 10.1, which requires the organization to react to nonconformities, evaluate the need to eliminate their causes, implement corrective actions, review their effectiveness, and update SMS information accordingly. It then covers Clause 10.2, continual improvement, which requires the suitability, adequacy, and effectiveness of the SMS to be continually improved using results from analysis, evaluation, management review, and improvement opportunities, and the application of improvement criteria so that the most valuable improvements rise to the top.
Transitioning from ISO/IEC 20000-1:2011 to the 2018 Edition10:32
Organizations holding certification against ISO/IEC 20000-1:2011 must transition to the 2018 edition to maintain their status, and the transition is more involved than a documentation refresh. This lecture explains the key differences that drive transition effort, including the harmonized high level structure that reorganizes clauses, the new explicit requirements around context of the organization and interested parties, the embedded risk based thinking, the strengthened leadership obligations, the consolidated supplier requirements, and the changes to documented information vocabulary. You will see how to scope a transition project, conduct a gap analysis against the 2018 requirements, prioritize changes, plan stakeholder communications, and time the transition audit to minimize disruption.
The ISO 20000 Certification Audit Process11:07
Certification is granted by an accredited certification body following a formal multi stage audit, and understanding the process removes most of the anxiety around it. This lecture walks through the certification journey including the selection of an accredited certification body, the Stage 1 readiness review that assesses whether the SMS is mature enough for full audit, the Stage 2 certification audit that examines the operation of the SMS in depth, the handling of nonconformities and corrective actions, the issue of the certificate, the annual surveillance audits, and the recertification audit at the end of the three year cycle. You will learn what auditors look for, how to present evidence efficiently, and how to recover gracefully from findings.
Sustaining and Maturing Your Service Management System11:36
Achieving certification is a milestone rather than a destination, and the organizations that benefit most from ISO/IEC 20000-1:2018 treat the Service Management System as a living system that matures year after year. This lecture explains how to embed the SMS into business as usual through governance forums, integrated tooling, and aligned performance metrics, how to grow maturity using frameworks such as the ITIL maturity model or capability assessments, how to integrate the SMS with adjacent management systems such as ISO 9001, ISO 14001, ISO/IEC 27001, and ISO 22301, and how to keep leadership attention through value storytelling that connects service management outcomes to strategic business results.
Section 6 Quiz: Evaluating, Improving, and Certifying the SMS (Clauses 9-10 and Certification)
Roleplay: Evaluating, Improving, and Certifying the SMS (Clauses 9-10 and Certification)

Requirements

Basic familiarity with how IT services are delivered in a typical organization
A working understanding of ITIL or similar service management vocabulary is helpful but not required
No prior ISO certification or auditing experience is needed
Curiosity about management systems, governance, and continual improvement
Willingness to think systematically about the interaction of people, processes, and technology

Description

This course contains the use of artificial intelligence.

Modern IT organizations live or die by the quality of their services. Customers expect always on availability, rapid resolution when things go wrong, and continuous improvement that keeps pace with the business. ISO/IEC 20000-1:2018 is the only internationally recognized standard that certifies an organization's Service Management System, and it has become the global benchmark for credible, mature IT service delivery. Whether your goal is winning enterprise contracts, demonstrating governance to auditors, or finally bringing discipline to a chaotic IT operation, mastering this standard is no longer optional.

This course walks you clause by clause through the entire 2018 standard, beginning with the context of the organization and the scope of the Service Management System and progressing through leadership, planning, risk assessment, service management objectives, support, and operation. You will explore the service portfolio, service catalogue management, asset and configuration management, business relationship management, service level agreements, operational level agreements, underpinning contracts, supplier management, budgeting, demand and capacity management, change, release, incident, problem, and service request management, service availability, continuity, and information security management, performance evaluation, internal audit, management review, service reporting, nonconformity, corrective action, and continual improvement. You will also see how ISO/IEC 20000-1:2018 maps to and complements ITIL 4 practices, and how it integrates with ISO 9001, ISO/IEC 27001, and ISO 22301 for organizations pursuing multiple certifications.

This course is designed for IT service managers, ITSM process owners, quality and compliance professionals, IT auditors, consultants, and anyone preparing their organization for ISO 20000 certification or transitioning from the 2011 edition. By the end you will be able to interpret every clause of the standard, design a conformant SMS, prepare evidence for the certification audit, lead continual improvement initiatives that stand up to external scrutiny, and confidently engage external auditors during Stage 1 readiness reviews, Stage 2 certification audits, surveillance audits, and recertification. No prior certification is required, only a working familiarity with how IT services are delivered.

What sets this course apart is its commitment to fidelity with the actual standard. Every lecture is anchored in a specific clause or subclause, so when you sit down with the published document or face an external auditor, nothing will feel unfamiliar. Enroll today and turn ISO/IEC 20000-1:2018 from an intimidating compliance hurdle into a strategic asset that elevates your IT services and your career.

Who this course is for:

IT service managers and ITSM process owners preparing for ISO 20000 certification
Quality, compliance, and governance professionals working in IT environments
Internal and external auditors expanding their portfolio into IT service management
Consultants advising organizations on Service Management System design and certification
IT directors, CIOs, and operations managers looking to mature their service delivery

ISO/IEC 20000-1:2018: IT Service Management Mastery

What you'll learn

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Course content

Section 1: Introduction to ISO/IEC 20000-1:20186 lectures • 49min

Section 2: Building the Foundation: Context, Leadership, and Planning (Clauses 4-6)7 lectures • 55min

Section 3: Supporting the Service Management System (Clause 7)6 lectures • 43min

Section 4: Operating the SMS: Portfolio, Relationships, and Agreements (Clause 8.1-8.3)7 lectures • 51min

Section 5: Operating the SMS: Supply, Design, and Service Delivery (Clause 8.4-8.7)8 lectures • 1hr 12min

Section 6: Evaluating, Improving, and Certifying the SMS (Clauses 9-10 and Certification)7 lectures • 1hr 7min

Introduction to ISO/IEC 20000-1 and Service Management0

Context and Leadership Requirements0

Planning and Support Systems0

Service Delivery Operations0

Requirements

Description

Who this course is for: