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You Will Learn How To
- Prepare for and take the ISO/IEC 20000 Foundation Certification exam
- Assess the processes and objectives of ISO/IEC 20000 and IT service management (ITSM)
- Explore the fundamental requirements for a service management system (SMS)
- Confirm the purpose of internal and external audits, their operation and associated terminology
- Define eligibility and scoping requirements for organisations seeking ISO/IEC 20000 certification
Course Benefits The ISO/IEC 20000 Foundation Certification validates your knowledge of the contents and requirements of the standard and is required prior to obtaining the ISO/IEC 20000 Practitioner Certification. In this course, you gain the skills to take the ISO/IEC 20000 Foundation Certification exam given on the final day of class.
Who Should Attend Those who want to achieve ISO/IEC 20000 Foundation Certification. This course is particularly valuable for employees within organisations already ISO/IEC 20000 certified or those considering certification. The ITIL ® Foundation Certificate is strongly recommended.
Workshop Course Workshops and practice exams provide knowledge of key ISO/IEC 20000 processes and objectives and prepare you for the ISO/IEC20000 Foundation Certification Exam. Workshops include:
- Reviewing terms and definitions
- Distinguishing between documents and records
- Assessing the mandatory activities
- Clarifying key areas for review
- Identifying nonconformances
- Analysing how business relationship management operates in relation to the standard
Important Course Information - Course fee includes the ISO/IEC 20000 Foundation exam.
- Approximately 1 hour of home study each evening.
- The ISO/IEC 20000 Foundation Qualification earns 1 credit toward ITIL Expert certification.
Course Content Overview
Facts, terms and concepts related to ISO/IEC 20000
- Best practice approaches to service management
- AMPG ISO/IEC 20000 qualification schemes
- Relationship with ITIL®
- Defining terms used in the standard
- Reviewing the structure and sections of ISO/IEC 20000
Exploring the high-level concepts, responsibilities and requirements
- Differences between ISO/IEC 20000 and ITIL
- Relationship of ISO/IEC 20000 and other related standards
Service Management System (SMS)
Reviewing the structure of SMS requirements
- Management responsibility
- Governance
- Documentation management
- Resource management
- Establishing and improving the SMS
Requirements for the ISO/IEC 20000 SMS
- The purpose and use of the SMS
- Requirements within the context of management, documentation and resources
- Establishing and improving the SMS
Design and Transition of Services
Facts, terms and requirements
- Objective of design and transition
- Requirements for planning new or changed services
- Design and development requirements
- Transitioning new or changed services
Service Delivery
Service delivery processes
- Identifying the concepts and responsibilities of service-level management
- Requirements for service continuity and availability management
- Activities related to monitoring and managing the availability services
- Budgeting and accounting for services
- Interface to financial management
- Capacity management requirements
Information security management
- Requirements for information security policy
- Range and purpose of security controls
- Information security incidents and assessing requests for change
Relationship Processes
Business relationship management
- Documenting and interfacing with relevant parties
- Objectives of communication with the customer
- Procedures for customer satisfaction and complaints
Supplier management
- Managing the contract and performance of suppliers
- Roles and relationships with suppliers
Resolution Processes
Incident and service request management
- Handling incidents and breaches of service target
- Managing incidents and service requests
Problem management
- Procedures and activities for handling problems
- Management of known errors
Control Processes
Configuration management
- Scope and information requirements
- Control of information concerning CIs
Change management
- Developing, testing and implementing changes
- Managing emergency changes and a schedule of changes
Release and deployment management
- Information requirements of the release plan
- Designing and implementing release and distribution processes
Exploring the Certification Scheme
- Clauses of the standard that relate to applicability and scope
- Types of audits and assessments
- Roles and responsibilities within the scheme
- Defining the scope of services for certification
- The scope of the scheme, coverage and governance of processes
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