This module will introduce you to the ISO/IEC 20000 series and ISO/IEC 20000-1 standard. You will learn the multiple contents of the ISO/IEC 20000 series. Get introduced to the objective of a Service Management System (SMS). Moreover, You will learn the roles and processes of IT Service Management and the organizational benefits of ITSM policies. Furthermore, you will specify differences between the previous and revised version of ISO 20000. Lastly, ISO 20000:2018 requirements are explained.

In this module, ISO 20000:2018 clauses are explained. The operations of service management start with a planning phase which includes analyzing the organization's context, planning for the service management system, providing the support functions to operate the ITSMS, and then going towards the actual operations. Then we also need to evaluate the performance of the system to identify lapses for improvement. Finally, the module covers the relationship of ITIL with the standard.