Implement ISO 20000-1:2018 Step By Step With Templates

Course Overview

• Course Title: Implement ISO 20000-1:2018 Step By Step With Templates
• Instructor: Dr. Amar Massoud
• Target Audience:
  • Managers
  • Consultants
  • IT professionals
  • Beginners in ISO 20000
• Prerequisites:
  • Basic understanding of IT service management concepts
  • Familiarity with IT operations and service delivery

Curriculum Highlights

• Key Topics Covered:
  • Fundamental principles of ISO 20000-1:2018
  • Establishing and optimizing Service Management System (SMS)
  • Crafting SMS policy aligned with organizational goals
  • Conducting internal audits and continual service improvement
  • Managing service delivery
  • Ensuring compliance with regulatory frameworks (e.g., GDPR, HIPAA)
  • Fostering a culture of service excellence
• Key Skills Learned:
  • Understanding ISO 20000 standards
  • Creating effective SMS policy
  • Implementing and maintaining key SMS processes
  • Ensuring compliance within SMS framework
  • Improving service quality and customer satisfaction
  • Defining clear roles and responsibilities for SMS implementation

Course Format

• Duration: 3 hours on-demand video
• Format: Self-paced online course
• Resources:
  • 35 downloadable resources
  • Access on mobile and TV
  • Certificate of completion