ISO/IEC20000 Awareness day - £P.O.A

Course Duration - 1 Day

Who should attend?

This course is aimed at people at all levels within the organisation who wish to attain an overview of the elements of the ISO20000 standard, and the certification processes. It is envisaged that the delegates should have at least a basic understanding of the principles of IT Service Management, and a basic understanding of the IT Infrastructure Library (ITIL™)

Professional qualification

This course does not provide a professional qualification, although it could be seen as an excellent introduction to ISO20000 for those delegates that wish to go on to attain the itSMF ISO20000 Auditors or Consultants Certificate.

Objectives

To provide an understanding of the ISO20000 Standard and associated itSMF certification process
To provide a basic overview of the ISO20000 standard
To ensure an understanding of the ISO20000 certification process
To review the benefits of achieving ISO20000

Course Content

The course will include:

Recap of IT Service Management and ITIL
- ISO20000 standard and certification process
- Introduction and background
- The certification scheme
- Use and application of the standard (Part 1 and Part 2)
- Assessments and audits
- Role of toolsets
- Eligibility and scoping
- Benefits of achieving ISO20000

Co-ordination and integration processes
- Requirements for a Management System
- Planning and implementing service management
- Planning and implementing new and changed services

Overview of Service Delivery processes
- Service Level Management
- Capacity Management
- Service Continuity and Availability Management
- Budgeting and Accounting for IT Services
- Service Reporting
- Information Security Management

Overview of resolution, control and release processes (Service Support)
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management

Overview of relationship processes
- Business Relationship Management
- Supplier Management

Documentation

Delegates are issued with course documentation and an introduction to ITIL pocket book.

Examination

This course does not have an examination available

The ISO20000 overview is available as a single organisation on-site course, please contact our account managers for pricing

PDF course overview