ISO/IEC 20000-1:2018 Service Management Systems Awareness

About Course

Build practical awareness of ISO/IEC 20000-1:2018, including the 2024 climate amendment, through 12 modules and 36 complete text lessons. Explore services and customer outcomes; context, leadership and planning; support, knowledge, the portfolio, assets and configuration; service partners, relationships and agreements; budgets, demand and capacity; design, change, release, incidents, requests and problems; availability, continuity and information security; and evaluation and continual improvement. Every lesson includes an activity and feedback. Worked calculations and a connected service case prepare learners for a 40-question quiz and a practical assignment with a marking rubric. Estimated workload: 6.5 hours. Successful completion earns a W3 course-completion certificate.

LO01: Explain services, value, customers and users, and the purpose and structure of a service management system.
LO02: Connect organizational context, interested parties, climate relevance, scope and leadership responsibilities.
LO03: Explain how risks, objectives, plans, resources, competence and communication support service management.
LO04: Recognize controlled information, useful knowledge, operational criteria and an accurate service catalogue.
LO05: Distinguish assets and configuration items, map dependencies and explain accountability for service partners.
LO06: Connect customer needs, measurable service agreements and supplier commitments across service boundaries.
LO07: Interpret service costs, demand forecasts and capacity needs using simple worked examples.
LO08: Explain risk-based change control, service acceptance, transition and release responsibilities.
LO09: Distinguish incidents, service requests and problems, and select an appropriate response.
LO10: Interpret availability and recovery results and explain the role of information security in service assurance.
LO11: Use evidence to explain performance evaluation, internal audit, management review and effective improvement.
LO12: Evaluate a service-management case and propose prioritized actions, owners and verification evidence.

Course Content

Service management foundations
Services, customers, value, the service management system and the ISO/IEC 20000 family.

Start here: your learning journey
Services, customers, users and value
How the standard and the SMS fit together

Context, scope and leadership
Clauses 4 and 5: context, climate relevance, interested parties, scope, policy and accountability.

Planning and supporting the SMS
Clauses 6 and 7.1–7.4: risks, objectives, the SMS plan, resources, competence, awareness and communication.

Information and service portfolio
Clauses 7.5, 7.6, 8.1, 8.2.1, 8.2.2 and 8.2.4: controlled information, knowledge, operations and the catalogue.

Assets, configuration and service partners
Clauses 8.2.3, 8.2.5 and 8.2.6: assets, configuration relationships and control of parties in the service lifecycle.

Relationships and agreements
Clause 8.3: customer relationships, service levels, supplier agreements and connected responsibilities.

Supply and demand
Clause 8.4: service budgets, accounting, demand patterns and capacity planning.

Design, change and release
Clause 8.5: controlled changes, service design and transition, release and deployment.

Resolution and fulfilment
Clause 8.6: incident response, service requests, problem investigation and knowledge sharing.

Service assurance
Clause 8.7: availability, continuity and information security, with worked service and recovery calculations.

Evaluation and improvement
Clauses 9 and 10: measurement, reporting, audit, management review, corrective action and continual improvement.

Apply your learning
A connected service-management case, assignment preparation, final assessment and workplace actions.

Assessment

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About Course

What Will You Learn?

Course Content

Service management foundations Services, customers, value, the service management system and the ISO/IEC 20000 family.

Start here: your learning journey

Services, customers, users and value

How the standard and the SMS fit together

Context, scope and leadership Clauses 4 and 5: context, climate relevance, interested parties, scope, policy and accountability.

Context, interested parties and climate relevance

Define the SMS scope and its interfaces

Leadership, policy and responsibility

Planning and supporting the SMS Clauses 6 and 7.1–7.4: risks, objectives, the SMS plan, resources, competence, awareness and communication.

Risks, opportunities and measurable objectives

The SMS plan and necessary resources

Competence, awareness and communication

Information and service portfolio Clauses 7.5, 7.6, 8.1, 8.2.1, 8.2.2 and 8.2.4: controlled information, knowledge, operations and the catalogue.

Controlled information and useful knowledge

Operational control and planning services

Service portfolio and the service catalogue

Assets, configuration and service partners Clauses 8.2.3, 8.2.5 and 8.2.6: assets, configuration relationships and control of parties in the service lifecycle.

Assets across the service lifecycle

Configuration items and dependency information

Control of parties in the service lifecycle

Relationships and agreements Clause 8.3: customer relationships, service levels, supplier agreements and connected responsibilities.

Business relationships and customer feedback

Service levels and meaningful measurements

Supplier agreements and internal service commitments

Supply and demand Clause 8.4: service budgets, accounting, demand patterns and capacity planning.

Budgeting and accounting for services

Demand patterns and forecasting

Capacity and performance planning

Design, change and release Clause 8.5: controlled changes, service design and transition, release and deployment.

Control changes according to risk

Design and transition new or changed services

Release and deployment in practice

Resolution and fulfilment Clause 8.6: incident response, service requests, problem investigation and knowledge sharing.

Incidents: restore service and coordinate response

Service requests: fulfil agreed needs

Problems: investigate causes and reduce recurrence

Service assurance Clause 8.7: availability, continuity and information security, with worked service and recovery calculations.

Availability: measure the agreed service

Continuity: prove that recovery works

Information security within service assurance

Evaluation and improvement Clauses 9 and 10: measurement, reporting, audit, management review, corrective action and continual improvement.

Monitoring, measurement and service reporting

Internal audit and management review

Corrective action and continual improvement

Apply your learning A connected service-management case, assignment preparation, final assessment and workplace actions.

Integrated case: the green dashboard problem

Prepare your practical service review

Review, final assessment and workplace actions