2014
Lynda
Suzanne Van Hove
4:50
English

Learn the core components of ISO/IEC 20000. ISO/IEC 20000 is the first international standard for IT service management developed by the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC). Suzanne Van Hove introduces the core concepts of IT service management, explores critical terms, examines the service-delivery processes, and takes a look at relationship, resolution, and control processes.

1. Core Components
Introduction
Core concepts to IT service management
Core concepts of quality frameworks
Critical terms
Review: Exercise one
Service management system (SMS) general requirements
Service design and transition
2. The Supporting Processes
Service delivery processes: Part one
Services delivery processes: Part two
Review: Exercise two
Relationship processes
Resolution processes
Control processes
Review: Exercise three
Exam tips

Download File Size:2.08 GB

---