From the course: IT Service Management: ISO20000

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Service delivery processes: Part one

Service delivery processes: Part one

From the course: IT Service Management: ISO20000

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Service delivery processes: Part one

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- Welcome back. All right. We're going to start this module by reviewing what we've already seen in the previous videos around the processes within ISO 20,000. This last section, the supporting processes, are going to look at the various management processes that we're very familiar with at this point, if you have a background in ITIL or COBIT or CMMI, something along that line, but let's take a picture, one more time, or take a look at our picture of this SMS. We've talked about the general requirements for that service management system already, where we have defined the management responsibility, where we talked about management commitment and the service management policy. We talked about governance of processes operated by other parties, making sure that we had good control over supplier management, service level management, understanding who's going to actually be delivering in that supply chain. Documentation…

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