ISO 20000: Service Quality Management Foundation Certificate

Course Overview

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 Service Quality Management Foundation Certificate.

Audience

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 it SMF Certification process and criteria. The ISO20000 for Auditors course addresses the needs of external and internal auditors.

Skills Gained

• To provide an understanding of Quality Management
• To give knowledge of the basic concepts of ISO20000
• To prepare delegates for EXIN Service Quality Management Foundation Certificate.

Examinations

The qualification is based on a 1-hour multiple-choice examination. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the EXIN Service Quality Management Foundation Certificate.

Course Outline

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

Candidate Assessment

• Assignments
• Mock Exams
• Certification Examination