This training covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management.
About ISO/IEC 20000 Foundation
Who can take this training?
This 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 organization
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
Pre-requisites
The qualification is aimed at staff in internal and external service provider organizations who require knowledge and understanding of the ISO/IEC 20000 standard and its content
Course Outline
Understanding ISO/IEC 20000 scope, purpose and use
- “Shall” and “Should” statements
- Principles of a service management system
- ISO/IEC 20000 relationships with ITIL and other standards and approaches
Understanding ISO/IEC 20000 management system requirements
- Objectives of the management system
- Responsibilities of management
- Document requirements
- Staff competence, awareness and training
Understanding ISO/IEC 20000 service management process requirements
- Planning and implementing new or changed services
- Service Delivery processes
- Relationship processes
- Resolution processes
- Control and Release processes
Adopting the Plan, Do, Check, Act cycle to improve service
- Planning, Implementing and Improving IT service management to meet the ISO/IEC 20000 standard
- Applicability, scoping requirement and Scope Statements
- Plan-do-check-act methodology and its application to service management
Review, assessment and audit of ISO/IEC 20000 activities
- Types of reviews, assessments and audits required by the standard
- Techniques and approaches that can be used for them
- What is involved with an external audit
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