ISO/IEC 20000 for Practitioners

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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 more commonly known as ISO 20000, and the associated Certification process. This has now replaced the ISO/IEC 20000 for consultants.

This Accredited course also prepares delegates for the industry recognised APMG ISO/IEC 20000 Practitioner Certificate

Objectives

• To provide an understanding of the ISO/IEC 20000 Standard and associated Certification process
• To provide guidance on assessing an organisations’ readiness for ISO/IEC 20000, including gap analysis
• To provide input to preparing organisations for ISO/IEC 20000 Certification
• To prepare delegates for the APMG-International ISO20000 Practitioner 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 ISO/IEC 20000. Typical roles will also be consultant or project manager.

Pre-requisites

Delegates must have as a pre-requisite at least five years of relevant IT experience and must have attained, at minimum, the Foundation Certificate in IT Service Management (ITIL®).

Professional Qualification

The qualification is based on a 1-hour multiple-choice examination and a 1-hour written paper. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the APMG ISO/IEC 20000 Practitioner Certificate.

Structure

The course is based on the ISO/IEC 20000 specification and delivered in accordance with the accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the trainers’ proven implementation track record.

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Content

The course will include:

Overview of the ISO20000 Service Management standard

• Introduction and background
• The certification scheme
• Use and application of the standard (all parts with emphasis on Part 1)
• 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:

• 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)
• itSMF ISO/IEC 20000 Planning and Achieving Pocket Guide

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