ISO 20000-1:2018 Service Management – Awareness Training

GOVISEC > ISO 20000-1:2018 Service Management – Awareness Training

🎯 Training Objective

This training aims to enable participants to understand the fundamental concepts of service management within the scope of the ISO/IEC 20000-1 standard and to comprehend how they can contribute to corporate service management processes. It is intended to raise awareness of service quality, customer satisfaction, and process integrity.

📚 Training Content

  • What is Service Management? Why is it important?
  • Structure and key concepts of the ISO/IEC 20000-1:2018 standard
  • Service lifecycle and service level management
  • Incident, problem, and change management
  • Service catalog management and request management
  • Continuous service improvement approach
  • Organizational roles and responsibilities

👥 Who Should Attend?

  • All employees
  • Employees of service-providing departments
  • Managers and process owners
  • IT services and support teams

📌 Training Duration and Format

  • Duration: 1 day (6 hours)
  • Format: Face-to-face or online delivery, supported by practical examples

✅ Key Achievements

  • Understanding the organizational benefits of ISO/IEC 20000-1
  • Awareness of individual contributions to service management processes
  • Adoption of a service-oriented mindset
  • Gaining awareness to support compliance and conformity processes