Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO/IEC20000 is an internationally recognized standard for IT Service Management. ISO/IEC20000-1 (Part 1) is the formal specification which defines the requirements that must be achieved. ISO/IEC20000-2 (Part 2) describes a code of practice. ISO/IEC20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard. This course provides a basic insight in the specifications and code of practice for ISO/IEC20000.
Course Approach
Participants will learn the principles and core elements of the ISO/IEC20000 standard for IT Service Management. An interactive approach is used combining lecture, discussion and handouts to prepare participants for the ISO/IEC20000 Foundation certification exam.
Main Objectives
- Recognize and understand the key concepts of ISO/IEC20000.
- Understand the working of the ISO/IEC20000 standard and the potential contribution to the IT organization.
- Get insight in implementing ISO/IEC20000 and its challenges.
- Understand the auditing and certification process on the ISO/IEC20000.
Target Audience
The ISO/IEC20000 Foundations (training) is suitable for a broad audience:
- All members of IT Service providers (both internal and external) that have an interest or play a role in ISO/IEC 20000, regardless of certification of the organization.
- Members of organizations that request their service provider to be ISO/IEC20000 certified.
- People that want to understand the quality principle in managing IT Services from the user perspective.
- The Foundation Certificate is the prerequisite for the other qualifications in the ISO/IEC20000 scheme.
Duration
The ISO/IEC20000 Foundation is a two (2) day course that prepares participants for the certified ISO/IEC 20000 Foundation exam (optional), which is an integral part of the course curriculum.
Prerequisites
None
Number of participants
A minimum of 8 and a maximum of 25 people can attend this course.
Course Outline
Day 1: Introduction, ISO/IEC20000 and Quality, Service Management System, Standards and Frameworks, Management and Improvement of ITSM Processes.
Day 2: Alignment of IT and the Business, Control of IT Services, Delivery of IT Services and Support of IT Services, Summary, feedback session, Exam for the ISO/IEC Foundation Certificate.
Certification
This course prepares the participant for the official TUV ISO/IEC20000 Foundation Exam (optional). Participants who pass the exam are prepared extensively through test exams and instructor feedback. The exam is a 40 question multiple choice exam. Participants will receive the certificate after answering at least 26 questions correctly.
For further information, please see detailed info on www.quintgroup.com
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