GSDC's ISO 20000:2018 Lead Auditor or Information Technology Service Management System Certification is mainly created to explain the participants about IT Service Management System in depth. IT service management (ITSM) refers to the entirety of activities directed by policies, organized and structured in processes and supporting procedures - that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement.
The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%). ISO/IEC 20000 is an international standard that allows organizations to demonstrate best practices in IT service management. The standard, ISO 20000, provides you with guidelines to assess and improve the quality of service management processes.
Defining and implementing an effective ITSM demands a realistic approach to IT service delivery that helps an organization demonstrate its capability for the design, transition, delivery, and improvement of services that fulfill the service requirements of the customer; provide value-added services to the customer to enhance the customer satisfaction. Information Technology Service Management certification brings many advantages like the targeted improvement of processes through regulated structures, service level maintenance, customer satisfaction and availability of services.
ISO 20000:2018 Lead Auditor CertificationS main objectives are:
IT Managers/Support teams
System Administrators/Analysts
Operations Managers
Database Administrators
Service Delivery Professionals
Quality Analysts
Application Management team/Development team
Process Owners/Practitioners
After the completion of this certification, participants will have:
Better career goals.
Proven ITSM skills & understanding.
In-depth understanding of IT Service Management & its implementation.
Ability to design the ITSM structure of any organization.
There is no such recommended experience required for getting this certification. Although your ITSM basics should be clear.
1. Introduction
2. Terms and definitions
3. Context of the organization
4. Leadership
5. Planning risks and opportunities
6. Support of the service management system
7. Operation of the service management system
8. Performance evaluation
9. Relationship processes :
The Global Skill Development Council (GSDC) is an independent, vendor-neutral, international credentialing and certification organization for the emerging technologies:
