Master the SMS framework, ITIL 4 alignment, and certification audit from Clauses 4 through 10
Sub Category
- IT Certifications
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Objectives
- Interpret every clause of ISO/IEC 20000-1:2018 with confidence and precision
- Define the scope of a Service Management System and identify interested parties
- Author a service management policy and assign clear roles, responsibilities, and authorities
- Conduct risk assessments and set measurable service management objectives
- Design and operate the service portfolio, service catalogue, and configuration management database
- Negotiate and govern SLAs, OLAs, and underpinning contracts that hold up under audit
- Manage incidents, problems, service requests, changes, and releases in line with the standard
- Plan and execute internal audits, management reviews, and continual improvement cycles
- Transition an existing SMS from ISO/IEC 20000-1:2011 to the 2018 edition without disruption
- Prepare your organization for a successful ISO 20000 certification audit and ongoing surveillance
Pre Requisites
- Basic familiarity with how IT services are delivered in a typical organization
- A working understanding of ITIL or similar service management vocabulary is helpful but not required
- No prior ISO certification or auditing experience is needed
- Curiosity about management systems, governance, and continual improvement
- Willingness to think systematically about the interaction of people, processes, and technology
FAQ
- Q. How long do I have access to the course materials?
- A. You can view and review the lecture materials indefinitely, like an on-demand channel.
- Q. Can I take my courses with me wherever I go?
- A. Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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