About ISO / IEC 20000
ISO / IEC 20000 is the first worldwide standard specifically aimed
at IT Service Management. It proposes a process approach to IT
Service Management within an overall Plan-Do-Check-Act (PDCA) cycle.
This approach enables IT organizations to establish IT Service
Management processes to deliver managed services in a systematic and
controlled manner and to enhance the quality of IT services to
customers. ISO / IEC 20000 is aligned with and complementary to the
process approach defined in IT Infrastructure Library ( ITIL ) from
the Office of Government Commerce ( OGC ).
Course Description
This interactive workshop, leading to the ISO / IEC 20000 Consultants
examination, is designed to provide a basic level of knowledge in
the ISO / IEC 20000 IT Service Management standard and its
application. It is aimed at practicing IT consultants who wish to
assist organizations to prepare for certification under the itSMF's
ISO / IEC 20000 certification scheme.
The course covers the interpretation and application of the ISO / IEC
20000 standard and enables consultants to develop the Service
Management capability of an organization and assess its readiness
for certification within the ISO / IEC 20000 certification scheme.
Internal auditors involved in preparing an organization for ISO / IEC
20000 certification might find this course more appropriate than the
Auditor course. An exam will be conducted at the end of the
training.
Prerequisites
The
training courses are suitable for process practitioners, project
managers, internal auditors, or consultants who meet the following
minimum criteria:
• Holder of the ITIL Service Management Foundation Certificate in IT
Service Management
• Meets at least one of the following two criteria:
o Is an IT practitioner or manager with at least five years' general IT
experience and has at least three year’s experience in an IT Service
Management environment either as a practitioner, supervisor or
manager.
o Is a Service Management consultant with at least five years general IT
experience and has at least three year’s experience in Service
Management processes or projects, and is able to communicate
effectively with managers, subordinates, colleagues, users and
customers.
Note: Although it is not a prerequisite, candidates who hold an ITIL
Service Management Managers certificate
will be at an advantage.
Audience
IT
consultants, quality consultants, IT service providers, IT service
managers, and IT auditors involved in the implementation of ISO / IEC
20000
Learning Objectives:
At the end of the course, participants will be able to:
• Identify the objectives and major content of IT Service Management
processes within the scope of ISO / IEC
20000.
• Identify the core processes of the ISO / IEC 20000 standard.
• Describe the key activities and requirements of each process
involved.
• Identify the requirements of the overall Service Management system
and plan.
• Describe the key principles of best practices, as defined in Part
2 of ISO / IEC 20000.
• Prepare and implement plans and improvement projects for achieving
ISO / IEC 20000 certification.
Course Organization Logistics:
• Up to 16 participants
• Classroom with U-shaped seating arrangement
• A minimum of 1 break-out room
• Whiteboard, flipchart, and projector
ITpreneurs is an accredited course provider with the itSMF in the UK
and is authorized to deliver ISO / IEC 20000
training courses and exams. The ITSMF offers two, unique, individual
certification exams, the Consultants and
the Auditors certification exams.
The Consultants exam consists of a written essay test and a multiple
choice exam.
Delegates whose first language is not English and who are taking the
Consultants exam can receive a 15-minute
extension to their exam, if requested. A dictionary can also be
used, but it should not be an electronic one.
Course Student Materials:
Students will be provided with a manual containing a copy of
classroom visual aids, assignments, and a feedback
form.
Course materials required for the course and made available by the
customer or ITpreneurs partner:
• ISO / IEC 20000 - 1:2002 IT Service Management: Specification for
Service Management
• ISO / IEC 20000 - 2:2003 IT Service Management. Code of Practice for
Service Management
Recommended additional student materials:
• PD 0015 IT Service Management: Self-Assessment Workbook
• BIP 0005 A Manager’s Guide to Service Management
Course Outline
Day 1
Introduction
Overview of ISO / IEC 20000
Overall Management Requirements
Group Assignment 1
Service Delivery Processes
Service Delivery Processes
Multiple-Choice Sample Paper 1
Review Paper 1
Close Homework - Multiple-Choice Sample Paper 2
Day 2
Review Paper 2
Relationship Processes
Resolution Processes
Control Processes – Configuration Management
Control Processes – Change Management
Release Process
Planning and implementation
Close Homework - Multiple-Choice Sample Paper 2
Day 3
Review Paper 2
Scoping and Eligibility: Group Assignment 2
Mock Examination (Written)
Mock Examination Review
Course Summary and Evaluation
Examination