ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and approaches including Microsoft Operations Framework.

ISO/IEC 20000 Foundation course gives you an understanding of the key elements of the ISO/IEC 20000 international standard for IT Service Management along with the specific requirements of the Quality Management system.

ISO/IEC 20000 has been developed in order to meet the needs of the wider international audience and to provide a common understanding of the management of IT services worldwide.

ISO/IEC 20000 will enable organizations to benchmark their capability in delivering managed services, measuring service levels and assessing performance. It will also reduce operational exposure to risk, meet contractual and tendering requirements, demonstrate service quality and deliver best value.

This 2 day course will help participants prepare for the ISO 20000 Foundation certification exam.

Benefits

On completion of this course, participants will get a better understanding of

• The fundamentals of Quality Management Systems.
• The principles of Service Management.
• What is ISO/IEC 20000 and how it benefits organizations.
• The benefits of applying ISO/IEC 20000 processes.
• The relationship between different Service Management processes.

Who should attend

The participants responsible for IT service delivery in any of the following positions in their organization:

• IT Support Staff
• IT Consultants
• IT Developers
• IT Management
• Process Consultants
• Process Managers
• Quality Assurance Professionals
• IT Service Providers
• IT Service Management Professionals
• IT Auditors
• Key Business Users

Course Outline

Day 1

Module One

• Course Introduction
• Service Management
• An Overview of ISO/IEC 20000
• Exercises
• Identifying tasks of a life cycle
• Workbench concepts

Module Two

• Relationship Processes
• Service Level Management and Service Reporting
• Budgeting and Accounting for IT Services
• Exercises
• QMS Documentation Development
• Audit process

Day 2

Module Three

• Capacity Management
• Information Security Management, Service Continuity and Availability Management
• Incident and Problem Management
• Exercises
• ISO 20000 implementation

• Control Processes
• Release Management
• Route for Achieving ISO/IEC 20000
• Exercises
• Exam Preparation