ISO20000 Foundation

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 ISO20000. This Accredited course also prepares delegates for the industry recognised EXIN ISO/IEC 20000 Foundation Certificate.

Objectives

To provide an understanding of the principles of Service Quality Management
To give knowledge of the basic concepts of ISO20000 and the quality specification for IT Service Management
To prepare delegates for EXIN ISO/IEC 20000 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 itSMF 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 EXIN ISO/IEC 20000 Foundation Certificate.

Structure

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 a copy of “ISO20000® - a pocket guide”.

Brochure

Download a free
printable brochure

How to Download

Adobe Reader

To view PDF files, you will require Adobe Acrobat Reader which is available at no charge.

What Next?

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

Preparing for ISO20000 – consultancy service
foxMAPS – ISO20000 Compliance Assessment

It is expected that EXIN will develop an advanced level service quality management course. Please contact us to discuss the status of this course.