This five-day intensive course enables participants to develop the
necessary expertise to support an organization in implementing and managing
an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also,
the participant will gain a thorough understanding of best practices for
planning and implementing IT Service Management processes starting from the
six fields of ISO 20000, planning and implementing new and changed
services, service delivery process, relationship management processes,
problem resolution process, control processes and release processes. This
training is consistent with the project management practices established in
ISO 10006 (Quality Management Systems - Guidelines for Quality Management
in Projects). This training is fully compatible with ISO 20000-2
(Guidelines for the Implementation of an SMS) and ITIL.