Introduction:
ISO/IEC 20000-1:2011 is a Service ManagementSystem (SMS) standard. It specifies requirements for
the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an
SMS. The requirements include the design, transition, delivery and improvement of services to fulfill
agreed service requirements.
Learning Objectives:
- Learn the overview of ISO/IEC 20000.
- Identify the schemes available for certification
and qualification. - Understand the principles of IT Service
Management.
Target Audience:
People interested in controlling the effectiveness
of IT management systems implementations.
Prerequisites:
There are no formal prerequisites for this
certification.
