Für wen? | The target audience includes team members of both internal and external service providers who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified.
In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers. | Course Content |
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Introduction to IT Service Management
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Scope (and limitations) of ISO 20000
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Terms and Definitions
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Requirements for a Service Management System
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Planning and Implementing Service Management
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Planning and Implementing new or changed Services
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Resolution processes
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Control processes
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Release process
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Service Delivery processes
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Relationship processes
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Certification by ISO/IEC 20000
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Mapping to related methods and standards
| Best Practice 'infotainment' | Watch our training movies and observe: how Monsters, Inc. handle a contamination accident, Gromit locating the root cause of a broken cable, and Michael Douglas challenging the customer orientation of a fast-food restaurant.
Those movies Monsters, Inc., Wallace & Gromit and Falling Down prove that Best Practices can be found everywhere.
Seriously: research in cognitive psychology has shown that certain elements are significant for successfully training people:
- Pictures (as opposed to text, or at least complementing text)
- Narratives (telling stories rather than lecturing theory)
- Humor (or other strong emotions)
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| Unsere Trainer für diese Schulung | 
Boran Gögetap | 
Thomas Schaaf | (2) |
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| | Dauer | 3 Tage | | Listenpreis | € 1.000 | | Bester Preis | 
€ 840 | | (1) |
Leider können wir momentan keine öffentlichen Termine zu diesem Kurs anbieten.
Falls Sie an einer Teilnahme interessiert sind, dann
schicken Sie uns bitte eine Email
mit Ihrem Wunschtermin.
Wir werden gerne versuchen, einen passenden Termin für Sie anzusetzen.
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