Course Outline

• Fundamental principles and concepts of Information Technology Service
• Information Technology Service Best Practice based on ISO 20000-2
• Planning an ITSMS based on ISO 20000
• Implementing an ITSMS based on ISO 20000
• Performance evaluation, monitoring and measurement of an ITSMS based on ISO 20000
• Continual improvement of an ITSMS based on ISO 20000
• Preparing for an ISO 20000-1 certification audit

Learning Objective

• Develop the expertise to implement an IT service management system
• Have the ability to apply international best practice to your organization
• Help to save your organization time and money by improving the performance of day to day IT operations
• Roles, responsibilities, and ownership of all processes remove bottlenecks and ambiguities in service management domain

Target Group

•  IT Service Providers
•  IT Service Management Professionals
• IT Auditors
• Persons responsible for the Information Technology Service or conformity in an organization
• Members of an Information Technology Service team
• Expert advisors in information technology
• Technical experts wanting to prepare for an Information Technology Service function or for an ITSMS project management function

Exam Details

• Type: Paper Based Exam with descriptive and multiple-choice questions.
• Duration: 180 minutes. Candidates taking the examination in a language other than their native language have 25% extra time
• Pass Score:70% and above