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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. The duration is 3 days.
Entry Criteria
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
Professional qualification
The qualification is based on a 1-hour closed book 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.
Objectives
- To provide an understanding of the ISO20000 Standard and associated itSMF certification process
- To provide guidance in assessing an organisations' readiness o for ISO20000
- To provide guidance on preparing organisations for ISO20000 Certification
- To prepare delegates for the itSMF ISO20000 Consultant Certificate
Content
The course will include:
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
- Co-ordination 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 (Service Support)
- 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 a course hand-out, delegates are issued with:
- IT Service Management Specification for Service Management (ISO/IEC 20000-1:2005)
- IT Service Management Code of Practice for Service Management (ISO/IEC 20000-2:2005)
- ISO20000 ® - a pocket guide
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