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ISO/IEC 20000 defines a set of management processes that form a service management system, which can be used for the effective delivery of services to the business and its customers.
The standard is applicable to all types and sizes of service providers.
This course and its contents are offered by IT Training Zone, a Peoplecert and APMG accredited training organisation.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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|ITIL Service Management - Course Overview||13:02|
|Definition of Key Terms||16:39|
|The Purpose Use of ISO20000, Certification Bodies||25:43|
|Service Management System: Requirements||24:59|
|Service Management System: The Deming Cycle||14:49|
|Process Objectives and Service Delivery Processes||26:09|
|Service Delivery Processes and Relationship Processes||28:06|
|Design, Transition, Control and Resolution: Design & Transition of New or Changed Services||17:25|
|Design, Transition, Control and Resolution: Control Processes and Resolution Processes||26:33|
|Achieving Certification: Audit||16:17|
|ISO 20000 Certification Scheme||17:59|
|ITIL Service Management - Exam Preparation||08:06|
|Quiz zum Kurs „ITIL® Service Management according to ISO/IEC 20000“|