BSI's ISO/IEC 20000-1:2005 IT Service Management Overview webinar provides participants with an overview of the ISO/IEC 20000-1:2005 standard and of an IT service management system. Participants will learn the purpose of ISO 20000-1:2005 and the benefits of an ITSMS implementation. The instructor will describe how the process approach and the Plan-Do-Check-Act methodology applies to the implementation, operation and maintenance of an ITSMS and to the core service management processes. The instructor will also provide basic information on the available certification paths.

Learning Objectives:

• Explain the purpose of an Information Technology Service Management System (ITSMS)
• Interpret the requirements of ISO/IEC 20000-1:2005
• Describe policies, framework and linked activities to enable effective management and implementation of information technology services
• Explain the purpose, content and interrelationship of ISO/IEC 20000-1:2005 Specification and ISO/IEC 20000-2:2005 Code of Practice

Slides:

Students receive course materials including:

• Copy of the presentation slides

Who Should Attend:

• Individuals interested in learning about IT Service Management
• Managers responsible for IT Service operations
• Staff responsible for implementing and operating IT Service Management

Prerequisite:

This webinar is an introductory overview intended for individuals with little or no previous knowledge of ISO/IEC 20000-1:2005. However, basic knowledge of IT service management is recommended.<

System Requirements:

• Internet Explorer 7 and higher
• Pop-up blockers should be deactivated when launching online courses
• Flash -There are certain components of the system that utilize Flash for presentation
• Adobe Acrobat Reader should be installed to access course completion certificate and presentation documents
• Browser must be Java and JavaScript enabled

Certificate of Completion:

Digital certificates of attendance are provided at the conclusion of the course.