General Overview

This I-RAB Certified Awareness course introduces the basics of service management and provides an introduction of the ISO/IEC 20000-1 service management system criteria (SMS). This training course also discusses the relationship between ISO/IEC 20000-1 and other ISO/IEC 20000 series standards, as well as the primary actions involved in SMS certification.

Who should attend?

• People involved in service management system
• Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS
• Personnel responsible for managing, maintaining, and improving services and service delivery capabilities
• Aspiring professionals seeking knowledge about basic concepts of service management
• Members of SMS implementation and operation teams

Prerequisites

It is recommended that the participants have prior knowledge about;

• Service Management Tools
• ICT Tools
• Service Management Practices