ISO20000 Awareness

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Overview

1-day or half-day single organisation course

The course provides delegates with an overview of ISO/IEC 20000 (also known as ISO20000), the International Standard for IT Service Management, that has now replaced BS15000.

Objectives

To provide an understanding of the ISO20000 Standard and associated itSMF Certification process

• To provide a basic overview of the ISO20000 standard
• To ensure an understanding of the certification process
• To review the benefits of achieving ISO20000

Who should attend?

The course is aimed at all levels within the organisation who want to attain an overview of the elements of the ISO20000 standard and the certification process. It is envisaged the delegates would normally have at least a basic understanding of the principles of IT Service Management and a basic understanding of ITIL.

Fox IT offers other ISO20000 courses; to help you choose, click: Which ISO20000 course is right for you?

Customisation

An element of customisation is possible within the standard price. Further tailoring to meet specific requirements is available at additional cost.

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Structure

The course is based on the ISO20000 specification and is reinforced through the Trainers’ proven implementation track record.

Both the 1-day and half-day courses cover IT Service management with ITIL, the standard and certification process and an overview of the standard contents. The 1-day course spends more time on the overview of the standard contents for each process.

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Content

The course will include:

Recap on IT Service Management and ITIL

ISO20000 standard and certification process

• Introduction and background
• Use and application of the standard (Part 1 and Part 2)
• Role of toolsets
• Assessments and audits
• The certification scheme
• Eligibility and scoping
• Benefits of achieving ISO20000

Overview of the ISO20000 Service Management standard

Coordination and integration processes

• Requirements for a Management System
• Planning and implementing service management
• Planning and implementing new and changed services

Overview of service delivery processes

• Service Level Management
• Capacity Management
• Service Continuity and Availability Management
• Budgeting and Accounting for IT Services
• Service Reporting
• Information Security Management

Overview of resolution, control and release processes

• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

Overview of relationship processes

• Business Relationship Management
• Supplier Management

Documentation

Delegates are provided with an in course hand-out.

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