★★★★★
"The structure, the practice exams, the instructor — all top tier. Passed first try."
AS
Ranjan PradhanSenior Project Manager
— The journey
Course Outline
What the programme covers, module by module.
Module 1: Introduction to IT Service Management
- Understanding IT services
- IT Service Management fundamentals
- Service value and customer expectations
- Service lifecycle perspective
- Benefits of structured service management
Module 2: Understanding ISO/IEC 20000
- Purpose of ISO/IEC 20000
- Service Management System concept
- Structure and key elements
- Important terminology
- Organizational application
Module 3: Service Management Principles
- Service orientation
- Customer focus
- Value creation
- Process-based management
- Continual improvement
Module 4: Organizational Context and Leadership
- Internal and external context
- Interested parties
- Service management scope
- Leadership responsibilities
- Service management policy
Module 5: Planning the Service Management System
- Risks and opportunities
- Service management objectives
- Planning activities
- Resource considerations
- Managing organizational changes
Module 6: Resources, Competence and Communication
- People and responsibilities
- Competence and awareness
- Organizational knowledge
- Internal communication
- Documented information
Module 7: Service Portfolio and Service Delivery
- Service portfolio concepts
- Service requirements
- Service planning
- Service availability
- Service continuity
Module 8: Service Relationships and Agreements
- Customer relationships
- Service level management
- Supplier relationships
- Service agreements
- Managing service expectations
Module 9: Incident, Request and Problem Management
- Incident management
- Service requests
- Problem identification
- Restoring services
- Preventing recurring issues
Module 10: Performance and Continual Improvement
- Monitoring and measurement
- Service performance indicators
- Internal review activities
- Management review
- Continual improvement
— 01.2 · Is it right for you?
Who it's for & what's included
Pick a delivery method to see exactly who it suits and everything you receive.
Who it's for
Classroom
Best for learners who want face-to-face tuition and to network with peers in person.
What's included
Everything you get
- ✓ Live instructor on-site
- ✓ Printed workbook & materials
- ✓ Group exercises & case studies
Who it's for
Online Instructor-Led
Best for learners who want a live instructor and a fixed schedule, without the travel.
What's included
Everything you get
- ✓ Live instructor via video call
- ✓ Digital workbook & resources
- ✓ Session recordings
Who it's for
Self-Paced
Best for self-motivated learners who need maximum flexibility around work and life.
What's included
Everything you get
- ✓ On-demand video lessons
- ✓ Interactive quizzes
- ✓ 24/7 access on any device
— About this course
Course Overview
This course introduces professionals to ISO/IEC 20000 and the fundamentals of IT Service Management. Participants explore service management principles, organizational context, leadership, planning, service delivery, relationships, performance evaluation, and continual improvement while understanding how structured ITSM practices help organizations deliver consistent and valuable technology services.