ISO/IEC 20000 Practitioner Certificate
This course is offered in partnership with another Accredited Training Organisation
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 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 ISO20000 Practitioner Certificate.
Objectives
* To provide an understanding of the ISO20000 Standard and associated certification process
* To provide guidance in assessing an organisations' readiness for ISO20000
* To provide guidance on preparing organisations for ISO20000 Certification
* To prepare delegates for the ISO20000 Practitioner 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
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Relationship processes
- Business Relationship Management
- Supplier Management
- Candidate assessment
- Assignments
- Mock Exams
- Certification Examination
Course Materials
In addition to a full-colour course manual, delegates are issued with the relevant sections of the IT Service Management Specification for Service Management standard, accompanied by the ISO20000 ® - a pocket guide.