Mastering ISO-IEC 20000-1

1.Introduction to ISO/IEC 20000-1
1.1.The Evolution of IT Service Management
1.2.The Purpose and Benefits of ISO/IEC 20000-1
1.3.Understanding the ISO/IEC 20000 Family of Standards
1.4.Key Concepts and Terminology

2.Scope and Requirements of ISO/IEC 20000-1
2.1.Defining the Scope of the Standard
2.2.Understanding the Requirements of ISO/IEC 20000-1
2.3.Compliance and Certification Processes
2.4.Mapping ISO/IEC 20000-1 with Other Frameworks (ITIL, COBIT, etc.)

3.Service Management System (SMS)
3.1.Designing and Implementing an Effective SMS
3.2.Defining Policies, Objectives, and Processes
3.3.Roles and Responsibilities in the SMS
3.4.Continual Improvement and Performance Monitoring

4.Planning and Implementing Service Management Processes
4.1.Service Strategy and Design Processes
4.2.Service Transition and Service Operation Processes
4.3.Incident Management and Problem Management
4.4.Change Management and Configuration Management
4.5.Release and Deployment Management
4.6.Service Level Management and Service Reporting
4.7.Service Continuity and Availability Management
4.8.Supplier Management and Relationship Management

5.Service Measurement and Reporting
5.1.Defining Key Performance Indicators (KPIs)
5.2.Data Collection, Analysis, and Reporting
5.3.Service Reporting and Communication
5.4.Benchmarking and Best Practices

6.Service Improvement and Continual Service Improvement (CSI)
6.1.The Importance of Service Improvement
6.2.Implementing a CSI Process
6.3.Root Cause Analysis and Problem Solving Techniques
6.4.Implementing Service Improvement Initiatives

7.People, Competence, and Training
7.1.Human Resource Management in IT Service Management
7.2.Competence Framework and Skills Development
7.3.Training and Development Programs
7.4.Motivation, Engagement, and Performance Management

8.Technology and Tooling for Service Management
8.1.Service Management Tools and Automation
8.2.Configuration Management Databases (CMDBs)
8.3.Incident and Problem Management Tools
8.4.Change and Release Management Tools
8.5.Performance Monitoring and Reporting Tools

9.Service Integration and Management (SIAM)
9.1.Understanding SIAM Principles and Concepts
9.2.Implementing SIAM in a Multisourced Environment
9.3.SIAM Governance and Integration Models
9.4.Challenges and Best Practices in SIAM Implementation

10.Service Management and Business Relationship Management
10.1.Aligning IT Services with Business Objectives
10.2.Building Effective Relationships with Business Stakeholders
10.3.Customer Satisfaction and Service Experience Management
10.4.Business-IT Alignment and Value Creation

11.Auditing, Compliance, and Certification
11.1.Internal Audits and Self-Assessment
11.2.Preparing for External Audits
11.3.Achieving ISO/IEC 20000-1 Certification
11.4.Sustaining Compliance and Continual Improvement

12.Emerging Trends and Future of IT Service Management
12.1.The Impact of Digital Transformation on ITSM
12.2.Agile and DevOps in Service Management
12.3.Cloud Computing and IT Service Delivery
12.4.Artificial Intelligence and Automation in ITSM

13.Appendix
13.1.ISO/IEC 20000-1:2018 Standard at a Glance
13.2.Sample Templates and Checklists for ISO/IEC 20000-1 Implementation
13.3.Case Studies and Success Stories
13.4.Glossary of Key Terms and Acronyms
13.5.About the author