ISO/IEC 20000 Foundations Course

OVERVIEW

The ISO/IEC 20000 Foundations course is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. Attendees are made aware of the contents of the ISO/IEC 20000 standard, its practice-oriented implementation in the form of a management system, including the relationship with other relevant standards, and the best practices methods and frameworks with which they are associated. A web based certification examination is administered at the end of this course.

CLASSROOM INSTRUCTOR-LED COURSE

Registration Fee: $1,295                        Duration: 2.5 Days

Examination Details:

• Examination type: Computer-based multiple-choice
• Time allotted for examination: 60 minutes
• Number of multiple-choice questions: 40
• Pass mark: 65 % (26 out of 40)

Complete this Booking Form and enter your specific dates for on-site training – minimum of 8 participants. Once the form is received the Training Registrar will contact you to complete the process.

CREDITS EARNED

• 18   PDU Credits
• 1     College Credit

CURRICULUM

• Fundamentals of Quality Management Systems
  • Rationale and approach
  • Process approach
  • Quality policy and objectives
  • Evaluation and continuous improvement
• Overview of the ISO20000 Service Management standard
  • Introduction and background
  • Use and application of the standard (Part 1 and Part 2)
  • Terms and definitions
  • Role of toolsets
  • 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 Documentation

PREREQUISITES

• None

WHO SHOULD ATTEND

The target audience includes employees of both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified.

The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers.

The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the ISO/IEC 20000 qualification scheme.