ISO20000 for Consultants

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Overview

3-day public or single organisation course

This training provides delegates with a comprehensive understanding of ISO/IEC 20000, the International Standard for IT Service Management (also known as ISO20000), and the associated itSMF Certification process.

This Accredited course also prepares delegates for the industry recognised itSMF ISO20000 Consultant Certificate.

Objectives

• To provide an understanding of the ISO20000 Standard and associated itSMF Certification process
• To provide guidance on assessing an organisations’ readiness for ISO20000
• To provide guidance on preparing organisations for ISO20000 Certification
• To prepare delegates for the itSMF ISO20000 Consultant Certificate

Who should attend?

The course is aimed at experienced IT Service Management practitioners whose roles and responsibilities include preparing internal and/or external organisations for the adoption of ISO20000.

Delegates should have at least five years of relevant IT experience and at least three years Service Management experience. The delegate must have attained, at minimum, the ISEB/EXIN Foundation Certificate in IT Service Management.

Professional Qualification

The qualification is based on a 1-hour multiple-choice examination and a 1-hour in-course assignment . Typically, the examination is taken at the end of the course. Successful delegates will be awarded the itSMF ISO20000 Consultant Certificate.

Structure

The course is based on the ISO20000 specification and delivered in accordance with the itSMF accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the Trainers’ proven implementation track record.

Content

The course will include:

overview of the ISO20000 Service Management standard

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

coordination and integration processes

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

service delivery processes

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

resolution, control and release processes

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

relationship processes

• Business Relationship Management
• Supplier Management

candidate assessment

• Assignments
• Mock Exams
• Certification Examination

Documentation

In addition to an in course hand-out delegates are issued with a copy of “ISO20000® - a pocket guide”