ISO/IEC 20000-1 — Interactive Study Manual

The international standard for IT Service Management. Covers clauses 4–10, the Service Management System (SMS), PDCA cycle, all SMS practices (incident, problem, change, continuity, SLM, supplier management), the certification journey from gap analysis to surveillance audit, and 40 flash cards.

ISO 20000-1 Clause Structure

• Clause 4 — Context
• Clause 5 — Leadership
• Clause 6 — Planning
• Clause 7 — Support
• Clause 8 — Operation
• Clause 9 — Performance evaluation
• Clause 10 — Improvement