ISO20000 for Consultants

Course Overview

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.

Audience

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.

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 is relevant for both internal and external auditors.

Skills Gained

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

Examinations

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.

Prerequisites

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.

Course Outline

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 (R) - a pocket guide".