- Course overview
- Course details
- Prerequisites
Course overview
About this course
This certification provides professionals with a comprehensive understanding of IT Service Management (ITSM) principles and practices based on the international standard ISO/IEC 20000-1:2018. The course focuses on the design, delivery, support, and continual improvement of IT-enabled services that align with business objectives and deliver value to customers. Participants gain foundational knowledge of Service Management Systems (SMS), service management processes, governance principles, and best practices required to support effective service delivery and continual service improvement.
Audience profile
- IT Service Managers
- Service Delivery Managers
- IT Managers
- Team Leaders
- Service Desk Professionals
- Service Designers
- IT Architects and Planners
- IT Consultants
- IT Auditors
- IT Security Managers and Officers
- Project and Program Managers
- Suppliers and Service Providers
- Business Managers
- Customers of IT Service Providers
- Professionals involved in IT Service Management initiatives
At course completion, you will be able to:
- Build a strong foundation in IT Service Management concepts and terminology based on ISO/IEC 20000:2018.
- Understand the purpose, structure, and benefits of a Service Management System (SMS).
- Explain how IT services support business outcomes and create value for customers and stakeholders.
- Understand the principles of continual improvement and service lifecycle management.
- Identify the key requirements of the ISO/IEC 20000 standard for service management.
- Understand governance, leadership, risk management, and resource management within a service management framework.
- Apply core service management processes including service catalog, configuration, asset, incident, problem, and change management.
- Understand relationship management practices such as service level management, supplier management, and business relationship management.
- Gain knowledge of service assurance processes including availability, continuity, and information security management.
- Contribute effectively to service management initiatives and continual improvement activities within an organization.
Course details
Module 1: Introduction to IT Service Management
Module 2: Core Concepts of ISO/IEC 20000:2018
Module 3: Service Management System (SMS)
Module 4: Governance, Leadership, and Resource Management
Module 5: Service Portfolio Processes
Module 6: Relationship and Agreement Processes
Module 7: Supply and Demand Processes
Module 8: Service Design, Build, and Transition Processes
Module 9: Resolution and Fulfilment Processes
Module 10: Service Assurance Processes
Module 11: Monitoring, Measurement, and Continual Improvement
Prerequisites
- A basic understanding of information technology and business processes.
- Familiarity with IT services and service delivery concepts is beneficial but not mandatory.
- No prior IT Service Management certification is required.
- Suitable for professionals seeking foundational knowledge of ISO/IEC 20000-based Service Management.
- An interest in improving IT service quality, governance, and business alignment.
Enquiry
Course : EXIN IT Service Management Foundation based on ISO/IEC 20000:2018
Enquiry
request for : EXIN IT Service Management Foundation based on ISO/IEC 20000:2018
