Based on typical operational and tactical roles in organizations seeking ISO/IEC 20000 certification, you will acquire detailed implementation-oriented knowledge of the standard. Real life examples will familiarise you with the daily requirements to be fulfilled...

Based on typical operational and tactical roles in organizations seeking ISO/IEC 20000 certification, you will acquire detailed implementation-oriented knowledge of the standard. Real life examples will familiarise you with the daily requirements to be fulfilled by the various roles and enable you to satisfy these requirements by preparing process descriptions and the required documentation and by applying tools which proved their worth in practice. IT Service Management (ITSM) is defined as a process-based practice intended to align the delivery of information technology (IT) services with needs of the business, which emphasizes benefits to customers. While the process at its core concerns technology, this focus on the client is key.