ISO/IEC20000 Foundation

Overview

This qualification covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management.

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

NOTE:This is a Foundation level qualification and does not provide the advanced level of knowledge for external auditors, consultants or those responsible for managing implementation of the standard in a service provider organization.

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.

Holders of the ISO/IEC 20000 Foundation Certificate will be able to demonstrate their competence in, and their ability to:

• Describe the scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice through an understanding of the roles of the component parts of the standard
• Explain their understanding of the integrated approach to maintaining IT service management systems and processes that conform with ISO/IEC 20000 certification
• Describe the scoping and eligibility requirements and options to achieve certification
• Understand and describe the requirements of the IT service management system and the Plan, Do, Check Act cycle
• Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 -1 Specification
• Recognise and describe the need to (Plan and implement IT service management processes; Report on the IT services and major metrics of the IT Service Management processes; Schedule and conduct regular reviews, assessments and audits; Plan and prepare for an ISO/IEC 20000 audit; Plan for continual service improvement)
• Explain how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used