ISO 20000 Training | ISO 20000 Foundation Training in Lusaka

ISO 20000 Foundation Course Outline

Module 1: Information Technology Service Management (ITSM)

• Business Case
• Define the Scope of ITSMS
• IT Service Management
• Benefits of IT Service Management
• ITSMS Policy
• Documentation of Process and Procedures
• Process Approach
• Principles of Information Technology
• Develop a Project Plan
• Accounting the IT Services
• Accounting and Budgeting

Module 2: Introduction and Background to ISO/IEC 20000

• What is ISO/IEC 20000?
• Benefits of ISO/IEC 20000
• ISO/IEC 20000 – Parts

Module 3: Scope

• General
• Application

Module 4: Terms and Definitions

• Introduction
• Terms Specific to Management System Standards
• Terms Specific to Service Management

Module 5: Context of the Organisation

• Understanding the Organisation and its Context
• Understanding the Needs and Expectations of Interested Parties
• Determining the Scope of the Service Management System
• Service Management System

ISO 20000 Foundation Exam Information

To achieve the ISO 20000 Foundation, candidates will need to sit for an examination. The exam format is as follows: 

• Question Type: Multiple Choice 
• Total Questions: 30 
• Total Marks: 30 Marks 
• Pass Mark: 50%, or 15/30 Marks 
• Duration: 40 Minutes
• Open Book/ Closed Book: Closed Book

Who should attend this ISO 20000 Foundation Training Course?

The ISO 20000 Foundation Course is designed for professionals seeking to understand and implement the ISO 20000 standard within their organisation.

Here are the professionals who will benefit from attending this course:

• CIOs and IT Directors
• Quality Managers
• Service Desk Managers
• IT Auditors
• Risk Managers
• Consultants
• IT Service Managers

Prerequisites of the ISO 20000 Foundation Training Course

There are no formal prerequisites for this ISO 20000 Foundation Course. However, familiarity with IT Service Management (ITSM) can be beneficial for the delegates.

ISO 20000 Foundation Training Course Overview

The ISO 20000 Foundation Course introduces delegates to the fundamental principles of IT Service Management based on the ISO/IEC 20000 standard. This globally recognised certification enables organisations to efficiently manage and deliver IT services, aligning with business requirements and industry best practices.

Proficiency in ISO 20000 is crucial for IT Auditors, Risk Managers, and Consultants aiming to enhance service delivery and quality. Knowledge of this standard is essential for those implementing and managing IT services within their organisations. It is particularly beneficial for professionals seeking to demonstrate a commitment to continuous improvement and customer satisfaction.

This intensive 1-day training by The Knowledge Academy equips delegates with the essential knowledge and skills to understand and apply ISO 20000 principles. Delegates will learn to implement the standard effectively, enabling their organisations to deliver consistent and reliable IT services. The course features practical exercises and real-world scenarios to support learning, ensuring delegates leave with a thorough understanding of ISO 20000.

Course Objectives

• To understand the key concepts and requirements of ISO 20000
• To learn the structure and components of the ISO 20000 standard
• To identify the benefits of implementing ISO 20000 in an organisation
• To gain insights into the certification process and its requirements
• To understand the roles and responsibilities in ISO 20000 implementation
• To develop strategies for effective service management

After completing the course, delegates will receive a certification, demonstrating their foundational understanding of ISO 20000. This certification is an asset, enhancing career prospects and proving proficiency in IT Service Management.

What’s included in this ISO 20000 Foundation Training Course?

• ISO 20000 Foundation Examination
• World-Class Training Sessions from Experienced Instructors
• ISO 20000 Foundation Certificate
• Digital Delegate Pack