{"id":4505,"date":"2026-05-21T15:40:24","date_gmt":"2026-05-21T15:40:24","guid":{"rendered":"https:\/\/class-jo.com\/?post_type=courses&#038;p=4505"},"modified":"2026-05-21T15:40:24","modified_gmt":"2026-05-21T15:40:24","slug":"iso-20000","status":"publish","type":"courses","link":"https:\/\/class-jo.com\/ar\/courses\/iso-20000\/","title":{"rendered":"ISO 20000"},"content":{"rendered":"<p><a href=\"https:\/\/class-jo.com\/wp-content\/uploads\/2026\/05\/ISO-20000-Training-Course-Outline.pdf\">ISO 20000 Training Course Outline<\/a><\/p>\n<p><strong>ISO\/IEC 20000\u00a0<\/strong><\/p>\n<p><strong>Overview<\/strong><\/p>\n<ul>\n<li>Introduction to IT Service Management (ITSM) based on ISO\/IEC 20000 international standard<\/li>\n<li>Understanding the requirements and structure of ISO\/IEC 20000 Service Management System (SMS)<\/li>\n<li>Learning best practices for delivering quality IT services aligned with business needs<\/li>\n<li>Understanding IT service governance, processes, and continual improvement concepts<\/li>\n<li>Introduction to service management policies, procedures, and operational controls<\/li>\n<li>Understanding the relationship between ISO 20000, ITIL, and other governance frameworks<\/li>\n<li>Developing knowledge in service delivery, incident management, change management, and service continuity<\/li>\n<li>Preparation for ISO\/IEC 20000 Foundation certification examination<\/li>\n<\/ul>\n<p><strong>Training Objectives<\/strong><\/p>\n<p>By the end of this training, participants will be able to:<\/p>\n<ul>\n<li>Understand the principles and concepts of IT Service Management (ITSM)<\/li>\n<li>Explain the purpose and benefits of ISO\/IEC 20000<\/li>\n<li>Understand the structure and requirements of ISO\/IEC 20000<\/li>\n<li>Identify the components of a Service Management System (SMS)<\/li>\n<li>Understand service management processes and operational controls<\/li>\n<li>Explain incident, problem, change, and service request management processes<\/li>\n<li>Understand service level management and customer relationship management<\/li>\n<li>Learn continual improvement concepts within IT service management<\/li>\n<li>Understand compliance, governance, and audit requirements related to ISO 20000<\/li>\n<li>Understand the relationship between ISO 20000 and ITIL practices<\/li>\n<li>Improve service quality, efficiency, and customer satisfaction<\/li>\n<li>Prepare for the ISO\/IEC 20000 Foundation certification examination<\/li>\n<\/ul>\n<p><strong>Training Outline<\/strong><\/p>\n<p><strong>Module 1: Introduction to ISO\/IEC 20000<\/strong><\/p>\n<ul>\n<li>What is ISO\/IEC 20000?<\/li>\n<li>Evolution of IT Service Management standards<\/li>\n<li>Benefits of ISO\/IEC 20000 implementation<\/li>\n<li>Overview of Service Management System (SMS)<\/li>\n<li>Relationship between ISO 20000 and ITIL<\/li>\n<li>Key terminology and concepts<\/li>\n<\/ul>\n<p><strong>Module 2: IT Service Management Principles<\/strong><\/p>\n<ul>\n<li>ITSM concepts and best practices<\/li>\n<li>Service lifecycle concepts<\/li>\n<li>Business alignment and customer focus<\/li>\n<li>Governance and leadership in ITSM<\/li>\n<li>Roles and responsibilities<\/li>\n<li>Process-based service management approach<\/li>\n<\/ul>\n<p><strong>Module 3: ISO\/IEC 20000 Requirements and Structure<\/strong><\/p>\n<ul>\n<li>Structure of ISO\/IEC 20000 standard<\/li>\n<li>Context of the organization<\/li>\n<li>Leadership and commitment<\/li>\n<li>Planning and risk management<\/li>\n<li>Support and resource management<\/li>\n<li>Operation requirements<\/li>\n<li>Performance evaluation<\/li>\n<li>Continual improvement<\/li>\n<\/ul>\n<p><strong>Module 4: Service Management System (SMS)<\/strong><\/p>\n<ul>\n<li>Establishing the SMS<\/li>\n<li>Service management policies and objectives<\/li>\n<li>Documentation requirements<\/li>\n<li>Process integration and governance<\/li>\n<li>Resource management<\/li>\n<li>Competence and awareness<\/li>\n<li>Communication and control mechanisms<\/li>\n<\/ul>\n<p><strong>Module 5: Service Delivery Processes<\/strong><\/p>\n<ul>\n<li>Service level management<\/li>\n<li>Service reporting<\/li>\n<li>Capacity management<\/li>\n<li>Availability management<\/li>\n<li>Service continuity management<\/li>\n<li>Information security management<\/li>\n<li>Budgeting and accounting for services<\/li>\n<\/ul>\n<p><strong>Module 6: Relationship and Resolution Processes<\/strong><\/p>\n<p><strong>Relationship Processes<\/strong><\/p>\n<ul>\n<li>Business relationship management<\/li>\n<li>Supplier management<\/li>\n<\/ul>\n<p><strong>Resolution Processes<\/strong><\/p>\n<ul>\n<li>Incident management<\/li>\n<li>Service request management<\/li>\n<li>Problem management<\/li>\n<\/ul>\n<p><strong>Module 7: Control Processes<\/strong><\/p>\n<ul>\n<li>Change management<\/li>\n<li>Configuration management<\/li>\n<li>Release and deployment management<\/li>\n<li>Asset management<\/li>\n<li>Service validation and testing<\/li>\n<\/ul>\n<p><strong>Module 8: Performance Evaluation and Improvement<\/strong><\/p>\n<ul>\n<li>Monitoring and measurement<\/li>\n<li>Internal audits<\/li>\n<li>Management reviews<\/li>\n<li>Nonconformity and corrective actions<\/li>\n<li>Continual service improvement<\/li>\n<li>Performance metrics and KPIs<\/li>\n<\/ul>\n<p><strong>Module 9: ISO 20000 Implementation and Practical Scenarios<\/strong><\/p>\n<ul>\n<li>Service management implementation approach<\/li>\n<li>Gap analysis concepts<\/li>\n<li>Risk and compliance considerations<\/li>\n<li>Audit preparation activities<\/li>\n<li>Real-world service management scenarios<\/li>\n<li>Common implementation challenges and best practices<\/li>\n<\/ul>\n<p><strong>Module 10: Certification Preparation<\/strong><\/p>\n<ul>\n<li>ISO\/IEC 20000 Foundation exam structure<\/li>\n<li>Exam domains and concepts review<\/li>\n<li>Sample exam questions<\/li>\n<li>Practice assessments<\/li>\n<li>Exam preparation tips and techniques<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>","protected":false},"excerpt":{"rendered":"<p>ISO 20000 Training Course Outline ISO\/IEC 20000\u00a0 Overview Introduction to IT Service Management (ITSM) based on ISO\/IEC 20000 international standard [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":4507,"template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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