Course: itSMF ISO20000 for Consultants

Overview

This training provides delegates with a comprehensive understanding of ISO/IEC 20000, the International Standard for IT Service Management (also known as ISO20000), and the associated itSMF Certification process.

Pre-Requisites

Delegates should have at least five years of relevant IT experience and at least three years Service Management experience. The delegate must have attained, at minimum, the ISEB/EXIN Foundation Certificate in IT Service Management.

Target Audience

The course is aimed at experienced IT Service Management practitioners whose roles and responsibilities include preparing internal and/or external organisations for the adoption of ISO20000.

Objectives

• To provide an understanding of the ISO20000 Standard and associated itSMF Certification process
• To provide guidance on assessing an organisations' readiness for ISO20000
• To provide guidance on preparing organisations for ISO20000 Certification
• To prepare delegates for the itSMF ISO20000 Consultant Certificate

Certification

The qualification is based on a 1-hour multiple-choice examination and a 1-hour in-course assignment . Typically, the examination is taken at the end of the course. Successful delegates will be awarded the itSMF ISO20000 Consultant Certificate

Content

Overview of the ISO20000 Service

Management standard

• 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

Coordination and integration processes

• Requirements for a Management System
• Planning and implementing service management
• Planning and implementing new and changed services

Service delivery processes

• Service Level Management
• Capacity Management
• Service Continuity and Availability Management
• Budgeting and Accounting for IT Services
• Service Reporting
• Information Security Management

Resolution, control and release processes

• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

Relationship processes
Business Relationship Management Supplier Management