ISO/IEC 20000 Foundation Certificate

Prerequisites:

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.

Course Description:

The course will provide:

• 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
• Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard

The exam will be scheduled to run at 15:00 on Day 3 and all exam costs will be included within the course fee. Successful completion of the exam gives the candidate ISEB ISO/IEC 20000 Foundation Certification.

This course includes the following modules:

Understanding ISO/IEC 20000 scope, purpose and use

• ?¢‚Äöá®?¨Shall and ?¢‚Äöá®?¨Should statements
• Principles 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 system
• Responsibilities of management
• Document requirements
• Staff competence, awareness and training

Understanding ISO/IEC 20000 service management process requirements

• Planning and implementing new or changed services
• Service 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 standard
• Applicability, 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