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"Mastering ISO/IEC 20000-1" is your comprehensive and essential guide to understanding and implementing the International Standard for IT Service Management. This book equips IT professionals, service managers, and decision-makers with the knowledge and tools to excel in IT service delivery in alignment with ISO/IEC 20000-1. From service planning and design to service delivery and improvement, this resource covers all aspects of establishing a robust IT service management system. With practical examples and real-world case studies, readers will gain the expertise needed to enhance service quality, efficiency, and customer satisfaction. Join us on this transformative journey to elevate your IT service management practices and drive excellence in the delivery of IT services. Let "Mastering ISO/IEC 20000-1" be your key to unlocking success in the realm of IT service management.

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

    13.1.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

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