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At The Knowledge Academy, our classroom-based training courses allow delegates to study and learn in a friendly, engaging,
and interactive environment. We ensure the very best level of teaching, with first-rate instructors, resources,
and state-of-the-art facilities. We provide courses of varying durations and can arrange weekend and residential
courses in order to suit your requirements.
Furthermore, our classroom courses are carried out in thousands of locations worldwide, making training easily accessible wherever you are. Our courses typically begin at 9.00 am and continue until 5.00 pm each day, with breaks and refreshments provided. , As our most popular form of training available, we pride ourselves in continuously delivering an outstanding learning experience for our delegates in the classroom.
Our online-based training courses aim to provide you with a complete training experience. Due to their
flexibility, these courses are greatly suited to busy working professionals, or any individual who would prefer the
convenience of an online training course.
Our Computer-Based Training (CBT) courses remove the time and cost associated with travelling to course locations. You can complete your chosen course in any location, and work at your own pace, as the learning portal can be accessed 24/7. All of our online training courses have technical and administrative support and mobile access. Furthermore, each course has been carefully designed to incorporate informative, instructive, and engaging content. In this way, online learning can guarantee a valuable and enjoyable training solution.
Our In-House training option allows you to select any of our courses and receive training at a venue of your choice,
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In-House courses deliver training to multiple employees at once, thus reducing travel expenses and providing you with the ultimate convenience and value for money. In addition, this option allows you to receive a training course that has been specifically tailored to meet your business needs, ensuring first-class quality, applicability, and value.
By choosing to bring bespoke training to the office, you can improve business performance, and make your organisation more streamlined, resourceful, and profitable. With over 25 years’ of experience, we are the market-leaders of In-House training.
Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment.
In this environment, our expert training instructors will be able to convey information and provide you with the
all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global
training provider, this method of training allows us to extend our training scope to those who may not
be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.
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 practice 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)
This 20000 training course includes:
The ISO 20000 Foundation Examination
The Knowledge Academy ISO 20000 Foundation Manual
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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."
Diane Gray, Shell
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