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This course will consist of 10 modules that will teach delegates the fundamentals of ISO 20000. These modules will cover the following content:
Module 1: Information Technology Service Management
Introduction to Services
What is IT Service Management?
Benefits of IT Service Management
Module 2: Information Technology Infrastructure Library (ITIL)
Introduction to ITIL
History of ITIL
ITIL core processes and functions
Module 3: ITIL Lifecycle
ITIL Service Lifecycle
ITIL Capacity Lifecycle
Methods and techniques
Module 4: Introductions, Background to ISO/IEC 20000
What is ISO/IEC 20000?
Benefits of ISO/IEC 20000
ISO/IEC 20000 history and versions
Module 5: Relationship between ISO/IEC 20000, ITIL, and ISO 9001
Relationship between ISO 20000 and ITIL
Differences between ISO 20000 and ITIL
Similarities and differences between ISO/IEC 9001 and 20000
Module 6: Service Management System
Define Service Management System (SMS)
SMS general requirements; responsibility, documentation responsibility, resource management, establishing and improving SMS
Planning and strategies
Module 7: Service Delivery Process
Service Level Management
Managing Information Security
Module 8: Relationship Process
With a business
With a supplier
Module 9: Resolution Process
Managing Incidents & Requests
Module 10: Control Process
Managing Configuration and Change
Managing Release and Deployment
This 1 day ISO 20000 Foundation training course aims to provide delegates with an introduction to how their organisation’s services must be managed, measured, and reviewed to ensure that corporate and customer specifications are met. On completion of this course, candidates will have an understanding of how their business strategy can be aligned with IT facilities to increase business outputs, whilst lowering costs.
ISO 20000 is an international standard, therefore it provides organisations with guidelines as to how best practise can be achieved. This allows companies to assess how they can improve their processes and reach visible benchmarks that prove the success of change.
This ISO 20000 Foundation course is the first part of the four stage ISO 20000 certification that will produce a fully competent ISO user, who can implement the skills and knowledge obtained throughout the training to their organisation. The following three stages are: ISO 20000 Internal Auditor, ISO 20000 Lead Auditor, and ISO 20000 Lead Implementer.
This ISO 20000 Foundation certification is designed for any individual who would like to increase their customer satisfaction and the quality of their services, whilst reducing costs. Specifically, this course would be beneficial for:
Managers (especially those in quality and production)
Individuals who would be responsible for implementing change
As a Foundation level course, there are no prerequisites for enrolling. However, an understanding of IT services and ITIL would be beneficial for candidates to ensure that they fully understand the content of the course.
In order to complete this ISO 20000 Foundation training course delegates must pass the associated examination, which will be taken at the end of the day when all content has been covered. The exam is:
40 minutes in duration
50% pass mark (15/30)
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Resources are included for a comprehensive learning experience
Flexible delivery methods are available depending on your learning style