ISO/IEC 20000 Foundation

The syllabus of ISO/IEC 20000 Foundation is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. It will test the capability of the candidate to “remember” and “understand” the concepts that are explained.

Successful candidates will receive a third-party, internationally recognized confirmation of knowledge in management systems as per ISO/IEC 20000.

The course is covering the following subject areas:

  • General management systems and continuous improvement process (CSIP)
  • The significance of IT Service Management as per ISO/IEC 20000
  • Service Management processes and their interfaces with other processes

 

Class Agenda:

Understanding the definitions and principles of service quality management

  • Quality
  • Service
  • IT Service Management
  • Processes
  • Continual Improvement

Understanding the position of ISO/IEC 20000 in IT Service Management

  • The landscape of standards and frameworks
  • Concepts of Certification practices
  • Concepts of ISO/IEC 20000

The Quality specifications for IT Service Management

  • Concepts of Management and Improvement of ITSM Processes
  • Control of IT Services
  • Delivery of IT Services

The code of practice for IT Service Management

  • Concepts of Management and Improvement of ITSM Processes
  • Control of IT Services
  • Alignment of IT and the Business
  • Delivery of IT Services
  • Support of IT Services

Understanding definitions and principles of Service Quality Management
Understanding the concepts of ISO/IEC 20000

  • Management and Improvement of ITSM Processes
  • Requirements for a Management System
  • Planning and Implementing Service Management
  • Planning and Implementing New or Changed Services
  • Change and Configuration Management
  • Release Management
  • Relationship Management
  • Service Level Management and Service Reporting
  • Budgeting and Accounting
  • Service Continuity & Availability Management
  • Capacity Management
  • Information Security Management
  • Incident & Problem Management

Practical Assignments

  • The course consists of practical assignments during which the students learn how to apply the ISO/IEC 20000 requirements
When the course is conducted ‘in-house’, i.e. onsite or in a virtual classroom for one customer organization, the assignments are tailored to your own environment; the results of these assignments can be used and applied immediately after the training course!

 

Prerequisites:

  • None

Audience:

The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers.
The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the qualification scheme.

Course Length: Two Days

List Price: $1195.00

 
The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 156 countries.
ISO is the owner of the ISO/IEC 20000 standard.