ISO/IEC 20000 Foundation Certificate

Level

ISO/IEC 20000 Foundation Certificate

Aikona
Logo Aikona

Need more information? Get more details on the site of the provider.

Starting dates and places

There are no known starting dates for this product.

Description

Overview

The ISO/IEC 20000 International Standard

ISO/IEC 20000 is an international standard that demonstrates an organisation's ability to deliver quality IT services. Aligned to the ITIL best practice framework, the standard provides quantifiable evidence of an organisation's excellence in the field of IT Service Management.
Some organisations aspire to achieving ISO/IEC 20000 accreditation as a way of demonstrating their ability to deliver quality IT services; others use it merely as a guide to help formulate a roadmap for their ongoing continual service improvement activities.

Whatever an organisation's objective, an awareness and understanding of ISO/IEC 20000 can provide all IT s…

Read the complete description

Frequently asked questions

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.

Didn't find what you were looking for? See also: ISO/IEC 20000, IT Service Management, M&A (Mergers & Acquisitions), Joint Venture, and ITIL Practitioner.

Overview

The ISO/IEC 20000 International Standard

ISO/IEC 20000 is an international standard that demonstrates an organisation's ability to deliver quality IT services. Aligned to the ITIL best practice framework, the standard provides quantifiable evidence of an organisation's excellence in the field of IT Service Management.
Some organisations aspire to achieving ISO/IEC 20000 accreditation as a way of demonstrating their ability to deliver quality IT services; others use it merely as a guide to help formulate a roadmap for their ongoing continual service improvement activities.

Whatever an organisation's objective, an awareness and understanding of ISO/IEC 20000 can provide all IT service providers with a more focussed way forward.

QA's ISO/IEC Foundation Qualification

Purpose

This qualification confirms that a candidate has sufficient knowledge of the contents and high level requirements of the ISO/IEC 20000 standard and understands at a foundation level how the standard operates in a typical IT service provider organization.

The foundation certificate is also a possible pre-requisite for the ISO/IEC 20000 Practitioner qualifi-cation (to be launched by QA early in 2013), although it should be noted that a more common and equally acceptable pre-requisite of that course is the ITIL Foundation (course code ITILF).

Target Audience

This qualification is aimed at staff working within an IT service provider organization that requires a basic understanding of the standard. It is equally relevant for those staff working within service providers who may already be certified to ISO/IEC 20000 or those considering certification.

The syllabus does not require a detailed knowledge of ITIL best practice, but a background in IT service management (ITIL) would be a distinct advantage. Indeed, delegates who already have attended an ITIL Foundation will likely find that this course will greatly enhance their existing knowledge of that framework.

To assist those delegates with limited experience of ITIL, QA's standard ITIL Foundation Course Pre-Course Reading Pack will be made available prior to commencement of the course.

Prerequisites

The syllabus does not require a detailed knowledge of ITIL best practice guidelines, although candidates will benefit from knowledge of ITIL at Foundation level.

Course Outline.

Upon completion of the course, the candidate should understand the scope, objectives, key terminology and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process. Specifically, the candidate should understand:

  • The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
  • The key terms and definitions used
  • The fundamental requirements for an SMS (Service Management System - see diagram) and the need for continual improvement
  • The processes, their objectives and high level requirements
  • Applicability and scope definition requirements
  • The purpose of internal and external audits, their operation and the associated terminology
  • The operation of the APMG certification scheme
  • The relationship with best practices, ITIL and related standards, ISO 9001 and ISO/IEC 27001

Important Points

It is important to note the correct editions of the reference material. The primary manual for this course is ISO/IEC 20000-1:2011.

NOTE: The foundation level requires only a limited knowledge of the requirements in ISO/IEC 20000-1 as stated in the syllabus topic (see below) and therefore course material does not include a copy of this document, nor is it considered necessary for delegates to have their own copy with them on the course. However if delegates wish to bring their own copy, this will not be discour-aged). Other references are made to:

  • ISO/IEC 20000-2:2012
  • ISO/IEC 20000-3:2009
  • ISO/IEC 20000-5:2010
  • APMG document - Supplementary reference paper for ISO/IEC 20000 qualifications v1.0.

A detailed knowledge of the supplementary reference paper is required where it is referenced in the syllabus and a copy of this is provided to all delegates on Day one of the course.

Course and Examination

  • The course is of three days duration; 09:00 to 17:00
  • At the end of the course, at 3pm on day 3, delegates will sit APMG's 40-question, multiple-choice Foundation Certificate in ISO/IEC20000 examination, for which the pass mark is 26.
  • Photo ID is required to be presented to the invigilator prior to taking the exam.

Extract derived from ISO/IEC 20000-1:2011. Reproduced with the permission of the BSI

Related training courses

  • ITIL® Foundation Certificate in IT Service Management
  • ITIL® Certificate in Continual Service Improvement
  • ITIL® Lifecycle Certificate in Service Design
  • ITIL® Lifecycle Certificate in Service Operations
  • ITIL® Lifecycle Certificate in Service Strategy
  • ITIL® Lifecycle Certificate in Service Transition
There are no reviews yet.

Share your review

Do you have experience with this course? Submit your review and help other people make the right choice. As a thank you for your effort we will donate £1.- to Stichting Edukans.

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.