ISO 20000:2018 Foundation

1.1 Core Concepts of IT Service Management 

• Explain how “Adapt and Adopt” is used within service management. 
• Explain the difference between an IT service and non-IT services. 
• Describe the value of service management.  
• Describe the principles of continual improvement. 

   1.2 Core Concepts Surrounding ISO/IEC 20000-1:2018 

• Identify the purpose and benefits of ISO/IEC 20000. 
• Describe what a service management system is. 
• Describe how management system standards (MSSs) are designed to allow organizations to integrate multiple MSSs.  

2.1 Critical Elements of a Service Management System 

• Explain how the organization and interested parties impact the SMS. 
• Describe the importance of understanding organizational risks and opportunities. 
• Describe the service management objectives. 
• Outline the leadership responsibilities. 
• Define general governance principles. 
• Describe importance of documentation and basic requirements for documentation. 
• Describe the requirements for resource management. 

  2.2 Core Concepts of the Service Management System  

• Describe the key principles of producing and implementing a service  
• Management system. 
• outline the requirements for designing, building and transitioning new or changed services. 
• Describe the requirements for monitoring, measuring, analysis, evaluation and improving the SMS and services.  
• Describe the continual improvement activities for the SMS and services. 

3.1 Service Portfolio Processes (Service Catalog Management, Asset Management, Configuration Management) 

• Describe the objectives and service requirements. 
• Explain the activities and practical application for each process. 

  3.2 Relationship and Agreement Processes (Business Relationship Management, Service Level Management, Supplier Management)  

• Describe the objectives and service requirements. 
• Explain the activities and practical application of each process. 

  3.3 Supply and Demand Processes (Budgeting and Accounting for Services, Demand Management, Capacity Management)  

• Describe the objectives and service requirements. 
• Explain the activities and practical application of each process. 

  3.4 Service Design, Build and Transition Processes (Change Management, Release and Deployment Management)  

• Describe the objectives and service requirements. 
• Explain the activities and practical application of each process. 

  3.5 Resolution and Fulfilment Processes (Incident Management, Service Request Management, Problem Management) 

• Describe the objectives and service requirements. 
• Explain the activities and practical application of each process.  

  3.6 Service Assurance Processes (Service Availability Management, Service Continuity Management, Information Security Management)  

• Describe the objectives and service requirements. 
• Explain the activities and practical application of each process.