ISO/IEC 20000 Transition Course Overview

To ensure that participants are able to fully benefit from the ISO/IEC 20000 Transition course, the following minimum prerequisites are recommended:

• Basic understanding of IT service management (ITSM) concepts and terminology.
• Prior knowledge of the processes and principles of a service management system (SMS) based on ISO/IEC 20000-1:2011 or equivalent experience.
• Experience with or knowledge of the implementation and management of an SMS within an organization.
• Familiarity with the requirements of ISO/IEC 20000-1 and the main elements of a management system.

Please note that these prerequisites are designed to establish a foundation that will help learners effectively absorb the course material and not to discourage anyone interested in advancing their professional skills. Individuals without this experience may require additional study or practical exposure to fully grasp the course content.

Target Audience for ISO/IEC 20000 Transition

The ISO/IEC 20000 Transition course prepares professionals for the updated standards in IT service management.

• IT Service Managers
• IT Quality Assurance Managers
• IT Auditors
• IT Consultants
• Quality Managers
• Project Managers
• IT Suppliers and Service Providers
• Compliance Officers
• Professionals aiming to implement ISO standards within their organization
• Individuals seeking to understand ISO/IEC 20000-1:2018 changes
• Professionals responsible for managing transition from previous versions of ISO/IEC 20000
• Service Improvement Managers
• Technical Support Staff
• Process Owners and Practitioners involved in IT Service Management transition projects

Learning Objectives - What you will Learn in this ISO/IEC 20000 Transition?

1. Introduction: The ISO/IEC 20000 Transition course equips learners with the knowledge to implement and manage a service management system based on the updated 2018 standard.

2. Learning Objectives and Outcomes:

• Understand the structure and objectives of the ISO/IEC 20000-1:2018 standard.
• Identify changes and updates from previous versions of ISO/IEC 20000-1 and their implications for service management.
• Learn about the requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS).
• Comprehend the context of an organization and how it influences the SMS.
• Gain insight into leadership roles, responsibilities, and the importance of top management involvement in the SMS.
• Develop the ability to plan and implement service management strategies in alignment with organizational objectives.
• Acquire knowledge on supporting the SMS through adequate resourcing, competence, awareness, and communication.
• Understand the operational processes necessary for effective service delivery and management.
• Learn to evaluate the performance of the SMS through monitoring, measurement, analysis, and evaluation.
• Identify opportunities for improvement and learn how to implement necessary actions to enhance the overall SMS.
• Navigate the certification process for ISO/IEC 20000-1:2018 and understand the requirements for transitioning from previous versions.
• Conclude the training with the capability to lead an organization through successful ISO/IEC 20000-1:2018 certification and beyond.