1. ITIL® Service Management according to ISO/IEC 20000

Module Contents by IT Training Zone

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About the Lecture

The lecture Module Contents by IT Training Zone is from the course ITIL® Service Management according to ISO/IEC 20000. It contains the following chapters:

  • Introduction
  • TÜV SÜD qualification scheme
  • Quality Management
  • Parts of the standard
  • Relationships

Included Quiz Questions

  1. ISO/IEC 20000 is a standard to promote the adoption of an integrated process approach to the effective delivery of IS services
  2. ISO/IEC 20000 is a set of “controls” against which an organization can be assessed for effective IT service management processes
  3. ISO/IEC 20000 is a body of knowledge and set of best practices for successful service management
  4. ISO/IEC 20000 is an authoritative, up-to-date, international set of generally accepted information technology control objectives for day-to-day use by business managers, IT professionals and assurance professionals
  1. Guidance on process metrics
  2. Guidance on scope, definition and applicability
  3. Guidance on the application of service management systems
  4. Specification for Service Management
  1. Mandatory
  2. A contractual requirement
  3. Adopted and adapted by the organisation
  4. Advisory
  1. Advisory
  2. The minimum requirements for certification
  3. Mandatory
  4. A contractual requirement
  1. ISO/IEC 20000 was based on ITIL
  2. ISO/IEC 20000 is complementary to ISO/IEC 27000 and ISO/IEC 9000
  3. ISO/IEC 20000 replaces ISO/IEC 27000 and ISO/IEC9000
  4. Organizations should choose one framework (such as ITIL, COBIT etc.) to avoid confusion

Author of lecture Module Contents

IT Training Zone

IT Training Zone

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