ISO/IEC 20000 Foundation
Starting dates and places
Focus on Training offers this product as a default in the following regions: N/A
Description
Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard.
Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organisation.
Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits.
NOTE: This is a Foundation level qualification and does not provide the advanced l…
Frequently asked questions
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Service owners, process owners and other service management
staff with an awareness of and familiarity with the ISO/IEC 20000
standard.
Individuals with the necessary knowledge to assess the relevance
and importance of the ISO/IEC 20000 standard to the service
management activities within their own organisation.
Managers and team leaders with a knowledge of a typical ISO/IEC
20000 IT service management system
Internal auditors, process owners, process reviewers and assessors
with a good knowledge of the ISO/IEC 20000 standard, its contents
and justification of the need for internal reviews, assessments and
audits.
NOTE: This is a Foundation level qualification and does not provide
the advanced level of knowledge for external auditors, consultants
or those responsible for managing implementation of the standard in
a service provider organization.
The qualification is aimed at staff in internal and external
service provider organisations who require knowledge and
understanding of the ISO/IEC 20000 standard and its content.
Holders of the ISO/IEC 20000 Foundation Certificate will be able to
demonstrate their competence in, and their ability to:
- Describe the scope, aims and use of the ISO/IEC 20000
Specification and Code of Practice through an understanding of the
roles of the component parts of the standard
- Explain their understanding of the integrated approach to
maintaining IT service management systems and processes that
conform with ISO/IEC 20000 certification
- Describe the scoping and eligibility requirements and options to
achieve certification
- Understand and describe the requirements of the IT service
management system and the Plan, Do, Check Act cycle
- Understand and describe the objectives and requirements of each
section of the ISO/IEC 20000 -1 Specification
- Recognise and describe the need to (Plan and implement IT service
management processes; Report on the IT services and major metrics
of the IT Service Management processes; Schedule and conduct
regular reviews, assessments and audits; Plan and prepare for an
ISO/IEC 20000 audit; Plan for continual service improvement)
- Explain how assessments, reviews and internal audits of IT
Service Management systems against the requirements of the standard
are used
Understanding ISO/IEC 20000 scope, purpose and use
"Shall" and "Should" statementsPrinciples of a service
management system
ISO/IEC 20000 relationships with ITIL and other standards and
approaches
Understanding ISO/IEC 20000 management system requirements
Objectives of the management systemResponsibilities of
management
Document requirements
Staff competence, awareness and training
Understanding ISO/IEC 20000 service management process requirements
Planning and implementing new or changed servicesService
Delivery processes
Relationship processes
Resolution processes
Control and Release processes
Adopting the Plan, Do, Check, Act cycle to improve service
Planning, Implementing and Improving IT service management to
meet the ISO/IEC 20000 standardApplicability, scoping requirement
and Scope Statements
Plan-do-check-act methodology and its application to service
management
Review, assessment and audit of ISO/IEC 20000 activities
Types of reviews, assessments and audits required by the
standard
Techniques and approaches that can be used for them
What is involved with an external audit
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