ISO/IEC 20000 IT Service Management Foundation

Module 1: IT Service Management Fundamentals

• Understanding IT services
• Service management concepts
• Service value
• Customer expectations
• Benefits of structured ITSM

Module 2: Introduction to ISO/IEC 20000

• Purpose and scope
• ISO/IEC 20000 series overview
• Service Management System
• Key terminology
• Organizational application

Module 3: Service Management System Principles

• Service orientation
• Customer focus
• Value creation
• Integrated processes
• Continual improvement

Module 4: Organizational Context

• Internal and external issues
• Interested parties
• Business requirements
• Service environment
• Understanding organizational needs

Module 5: SMS Scope and Requirements

• Determining SMS scope
• Organizational boundaries
• Services within scope
• Process interactions
• Maintaining the management system

Module 6: Leadership and Commitment

• Leadership responsibilities
• Service management policy
• Management commitment
• Roles and authorities
• Customer and business focus

Module 7: Service Management Planning

• Risks and opportunities
• Service management objectives
• Planning activities
• Managing changes
• Aligning services with business needs

Module 8: Resources and Competence

• Resource requirements
• People and responsibilities
• Competence management
• Awareness
• Supporting infrastructure

Module 9: Communication and Documented Information

• Internal communication
• External communication
• Creating documented information
• Information control
• Record management

Module 10: Service Portfolio Management

• Understanding service portfolios
• Service lifecycle considerations
• Service requirements
• Managing services
• Service ownership

Module 11: Service Level Management

• Service level requirements
• Service agreements
• Performance targets
• Monitoring service levels
• Service reporting

Module 12: Service Reporting

• Reporting requirements
• Performance information
• Service metrics
• Reporting frequency
• Using reports for decisions

Module 13: Relationship Management

• Business relationship management
• Customer communication
• Understanding service expectations
• Managing feedback
• Maintaining relationships

Module 14: Supplier Management

• Supplier selection considerations
• Supplier agreements
• Supplier performance
• Managing external services
• Relationship coordination

Module 15: Budgeting and Service Resources

• Service budgeting concepts
• Resource planning
• Cost awareness
• Financial considerations
• Supporting service objectives

Module 16: Capacity and Demand Management

• Understanding service demand
• Capacity requirements
• Resource utilization
• Monitoring capacity
• Planning future needs

Module 17: Service Availability

• Availability requirements
• Availability targets
• Monitoring availability
• Service reliability
• Improvement opportunities

Module 18: Service Continuity

• Continuity requirements
• Service risks
• Continuity planning
• Recovery considerations
• Maintaining service resilience

Module 19: Information Security in Service Management

• Information security considerations
• Security responsibilities
• Service-related risks
• Security controls
• Managing security incidents

Module 20: Incident Management

• Understanding incidents
• Incident identification
• Prioritization
• Service restoration
• Incident communication

Module 21: Service Request Management

• Understanding service requests
• Request categorization
• Request fulfilment
• User communication
• Request tracking

Module 22: Problem Management

• Identifying problems
• Root cause analysis
• Known errors
• Preventing recurring incidents
• Problem resolution

Module 23: Change Management

• Understanding service changes
• Change assessment
• Authorization
• Change implementation
• Reviewing change outcomes

Module 24: Service Design and Transition

• Planning new services
• Designing service requirements
• Transition activities
• Service acceptance
• Operational readiness

Module 25: Configuration Management

• Configuration concepts
• Configuration items
• Maintaining information
• Configuration relationships
• Information accuracy

Module 26: Release and Deployment Management

• Release planning
• Deployment preparation
• Implementation coordination
• Managing release risks
• Post-deployment review

Module 27: Monitoring and Performance Evaluation

• Performance indicators
• Monitoring service activities
• Measurement methods
• Data analysis
• Evaluating SMS effectiveness

Module 28: Continual Improvement

• Identifying improvement opportunities
• Corrective actions
• Improvement planning
• Monitoring improvement results
• Building a continual improvement culture