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  01 - Introduction

   01 - Learning ISOIEC 20000.srt

   02 - What this course is about.srt

  02 - 1. Introduction to ISO 20000

   01 - Demystifying standards.srt

   02 - What is ISOIEC 20000.srt

   03 - The ISOIEC 20000 family of documents.srt

   04 - Evolution of ISOIEC 20000.srt

   05 - Breakdown of the ISOIEC 20000 standard.srt

  03 - 2. Service Management System (SMS) Requirements ISOIEC 20000-1

   01 - The Service Management System (SMS) scope and structure.srt

   02 - Context of the organization.srt

   03 - Leadership.srt

   04 - Planning.srt

   05 - Support of the SMS.srt

   06 - Operation of the SMS.srt

   07 - Performance evaluation.srt

   08 - Improvement.srt

  04 - 3. Deep Dive Operation of the SMS

   01 - Focus on operation of the SMS clause.srt

   02 - Use the service portfolio to create value.srt

   03 - Manage expectations with relationships and agreements.srt

   04 - Balance supply and demand when delivering services.srt

   05 - Design, build, and transition services and components.srt

   06 - Manage issue resolution and service fulfillment.srt

   07 - Address assurance risks to availability and protection.srt

  05 - 4. Guidance on the Application of Service Management Systems ISOIEC 20000-2

   01 - Application of the guidance.srt

   02 - Structure of the guidance.srt

   03 - Real-world application case study.srt

   04 - Top tips and tricks.srt

  06 - 5. ISO Certification

   01 - What it means to be certified.srt

   02 - Certification path.srt

  07 - Conclusion

   01 - Next steps.srt

  Bonus Resources.txt