Course Overview

• This accredited ISO/IEC 20000 for Practitioners course will provide delegates with a practical understanding ISO/IEC 20000 and its application. Delegates will be to be able to analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.
  This course is delivered as a public or as an onsite course.

Course Objectives

Candidates should understand and be able to analyse and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification. They will be able to demonstrate their knowledge of ISO/IEC 20000 to be able to:

• Explain and apply the requirements of Part 1
• Understand, create and apply a service management plan
• Assist and advise organizations on the implementation of continual improvement processes
• Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification
• Explain the relationship between ISO/IEC 20000, related standards and best practices
• Understand, explain and advise on issues regarding applicability, eligibility and scoping
• Advise and assist in ISO/IEC 200000 certification readiness assessments
• Produce a gap analysis supported by an improvement and implementation plan
• Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme

Content

• Introduction and background to ISO/IEC 20000 standard
• ISOIEC 20000 certification scheme
• Principles of IT service management
• ISO/IEC 20000-1 (Part 1) Service management system requirements
• ISO/IEC 20000-2 Guidance on the application of Part 1
• Achieving ISO/IEC 20000 certification
• Applicability, scoping and eligibility based on ISO/IEC 20000-3
• Preparation for formal certification, full and surveillance audits
• Exam practise and preparation

Information:  

Many organizations have achieved ISO/IEC 20000, the IT Service Management standard that is aligned with ITIL®. Certification has been growing rapidly across the world. ISO/IEC 20000 is the auditing standard that is aligned with ITIL. Adopting an ITIL based framework is well suited for achieving ISO/IEC 20000 certification.

Who Should Attend?

• This course is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on going activities based on ISO/IEC 20000.
  Delegates attending the course are required to have a fundamental knowledge of IT service management (ITSM) principles and processes. Delegates must provide an ITIL Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate to attend this course.