ISO/IEC 20000 Foundation
This ISO/IEC 20000 Foundation course provides a basic insight in the specifications and code of practice for ISO 20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition. This 3-day training course provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organization to achieve compliance and certification. Students who have attended this course are suitably prepared to successfully take the associated Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification.
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Category
IT Service Management
Certificate
ISO/IEC 20000 Foundation
Duration
3-days
Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO/IEC 20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery, and improvement of services to fulfill agreed service requirements. ISO/IEC 20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard. ISO/IEC 20000 aligns to the IT infrastructure library (ITIL®) best practice framework. The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for the delivery of IT services.
Why take this ISO/IEC 20000 Foundation training?
This ISO/IEC 20000 Foundation course provides a basic insight into the specifications and code of practice for ISO 20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition. This 3-day training course provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organization to achieve compliance and certification. Students who have attended this course are suitably prepared to successfully take the associated Foundation certification test which is one of the possible prerequisites for the Practitioner qualification.
What you will learn
At the end of this ISO/IEC 20000 Foundation course, the student will be able to understand the scope, objectives, and high-level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process. Specifically, the student will understand:
- The background to ISO/IEC 20000
- The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
- The key terms and definitions used
- The fundamental requirements for an SMS and the need for continual improvement
- The processes, their objectives and high-level requirements in a typical IT service provider scenario
- Applicability and scope definition requirements
- The purpose of internal and external audits, their operation and the associated terminology
- The relationship with best practices and related standards
Who should attend?
- Staff working within an IT service provider organization who require a basic understanding of the standard
- Staff working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
Course Delivery
Classroom or Virtual Classroom
What’s included
- ISO/IEC 20000 Foundation classroom workbook containing all of the presentation materials, course notes and sample exams.
- Exam voucher
- Free refresher course**
Prerequisites
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful. It is recommended that students have taken the ITIL Foundation examination.
About the Examination
- The exam is closed book with 40 multiple-choice questions.
- At least 26 marks are required to pass (out of 40 available) – 65%.
- The exam lasts 60 minutes.
Exam Body
APMG
** Terms & conditions applied.
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What our clients say
Concepts Covered
Background and related schemes
- What is ISO/IEC 20000?
- History/Background
- Service management
- Relationship with other frameworks and standards
- Best practice
- ISO 9001
- ISO/IEC 27001
- Certification, qualification, organizations & roles
Scope and Usage
- Scope
- Management System Key Terms and Definitions
- Key terms and definitions
- Policy, process, and procedures
Overall service management system (SMS)
- General requirements, responsibilities and reviews
- Context of the organization
- Leadership
- Planning
- Support of the service management system
- Performance evaluation
- Improvement
Processes for Operation of the Service Management System
- Service Management System
- 8 Operation of the service management system
- Integrated service management using best practice
- Service Management System
Certification, applicability and scope
- General Information
- Applicability
- Scope
Achieving and maintaining ISO/IEC 20000-1 certification
- Terms and Definitions
- Types of Audit
- Activities and roles for an audit
- Audit evidence and outcomes
- How Tools Can Support Certification
- Overall ISO/IEC 20000 Summary
Training Schedules
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