ISO/IEC 20000 Foundation(APMG)

Overview

3-day public or single organisation course

This training provides delegates with a good understanding of Quality Management, within the context of ISO/IEC 20000, the International Standard for IT Service Management more commonly known as ISO/IEC20000. This Accredited course also prepares delegates for the industry recognised APMG-International ISO/IEC 20000 Foundation Certificate.

Objectives

To provide an understanding of Quality Management
To give knowledge of the basic concepts of ISO/IEC20000
To provide an understanding of he quality specification and the code of practice of IT Service Management
To prepare delegates for APMG-International Service Quality Management Foundation Certificate

Who should attend?

The course is aimed at a wide audience of IT Service Management staff of IT Service Providers, internal or external, with an interest in Service Quality Management and ISO20000.

The combination of the ITIL Foundation and this qualification will provide a firm basis for professionals working in an ISO20000 certified organisation.

This course is not recommended for consultants and managers whose roles and responsibilities include preparing internal and/or external organisations for the adoption of ISO20000. The ISO20000 for Consultants course addresses this audience.

This course is not appropriate for auditors requiring education and qualification in order to conduct accredited external ISO20000 Audits in accordance with the APMG-International Certification process and criteria. The ISO20000 for Auditors course addresses the needs of external and internal auditors.

To help you choose, click: Which ISO20000 course is right for you?

Pre-requisites

There are no pre-requisites for this course, although the ITIL® Foundation Certificate is strongly recommended.

Professional Qualification

The qualification is based on a 1-hour multiple-choice closed book examination. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the APMG-International ISO/IEC 200000 Foundation Certificate.

Structure

The course is delivered in accordance with the APMG-International 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:

The definitions and principles of service quality management

Quality and service
Process approach
IT Service Management
Evaluation and continuous improvement

The position of ITSM in ISO20000

The landscape of standards and frameworks
The concepts of certification practices
The concept of ISO/IEC 20000

The quality specifications for ITSM

The quality specifications for Management, Improvement and Control of ITSM Processes
Quality specification for the delivery and support of IT services
The quality specification for alignment of business and IT

The code of practice for ITSM

Best practices for Management and Improvement of ITSM Processes
The best practices for Control of IT Services
The best practices for Alignment of IT and the Business
The best practices for Delivery of IT Services
The best practices for Support of IT Services

Candidate Assessment

Assignments
Mock Exams
Certification Examination

Documentation

In addition to an in-course hand-out delegates are issued with:

IT Service Management Specification for Service Management (BS: ISO/IEC 20000 - part 1)
IT Service Management Code of Practice for Service Management (BS: ISO/IEC 20000 - part 2)
“ISO/IEC20000 - a pocket guide”.

What Next?

Following on from this course, you may wish to consider:

foxMAPS – ISO20000 Compliance Assessment
Preparing for ISO20000 – consultancy service