ISO IEC 20000 Practitioner Training & Certification

Duration

3 days

Course Description

ISO/IEC 20000-1:2018 is the internationally recognized standard for a service management system. It supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services to meet agreed requirements, so they deliver value for customers, users and the service provider.

Objectives

By attending this course you’ll discover how to implement an SMS based on ISO/IEC 20000-1:2018. Using a step-by-step approach with the aid of a toolkit, you’ll learn how to develop an implementation plan, create necessary documentation and implement your SMS.

Specifically, the student will be able to:

• Recognize a typical framework for implementing ISO/IEC 20000-1:2018
• Interpret key concepts and requirements of ISO/IEC 20000-1:2018 from an implementation perspective
• Identify the benefits specific to your organization in relation to implementing an effective SMS
• Prepare for third party certification
• You will have the skills to:
• Conduct a baseline review of an organization’s current position with regard to ISO/IEC 20000-1:2018
• Create and support the implementation of an action plan
• Implement key requirements of ISO/IEC 20000-1:2018.

By attending this training course, the student will:

• Become familiar with a typical framework for implementing an SMS based on ISO/IEC 20000-1
• Get a sound basis to focus your implementation efforts so that it benefits you and your organization.
• Gain the ability to recognize where adjustments might need to be made, to accommodate your particular situation and progress made to date
• Increase your knowledge of ISO/IEC 20000-1 key concepts and requirements
• Develop the skills to conduct your own baseline review of your organization’s current position with regards to ISO/IEC 20000-1
• Understand the certification process and benefit of integrating multiple management systems

Our high impact accelerated learning approach increases learning by improving knowledge retention and skill application. This course is activity-based, resulting in a deeper understanding of the material and a greater impact on job performance.

Target Audience

Anyone involved in the planning, implementing, maintaining or supervising of an ISO/IEC 20000-1:2018 SMS.

Pre-requisites

At least one of the following certificates:

• ISO/IEC 20000 Foundation certificate
• ITIL Foundation certificate

About the Examination

There is a 3-hours, scenario based objective test exam, 4 questions – each worth 20 marks. The pass mark is 50% (40 marks). Delegates are expected to have a copy of ISO/IEC 20000-1 available for reference.

Certificate

ISO/IEC 20000 Practitioner

Credits

Upon successfully achieving the ISO/IEC 20000 Practitioner certificate, the student will be recognized with 21 Professional Development Units (PDU’s).

Outline

• 1. Introduction and background to ISO/IEC 20000 and certification
• What is it and why do we need it?
• Structure and uses of ISO/IEC 20000
• Why implement ISO/IEC 20000?
• Relationship with other frameworks and standards
• APMG Certification scheme
• Service Management Best Practice
• Basic principles of the Service Management System
• 2. The content, use and application of ISO/IEC 20000 Part 1
• Contents, purpose and requirements
• Service management system Clauses
• Scope
• Context of the organization
• Leadership
• Planning
• Support of the service management system
• Operation of the service management system
• Performance evaluation
• Improvement
• 3. Applicability and the definition of scope
• ISO/IEC 20000 scope and applicability
• Governance of processes operated by other parties
• Scope statements
• 4. ISO/IEC 20000, how you can use it and achieve it
• Types of audit and audit outcomes
• How can an organization achieve it
• What tools can help process implementation

Programme scope, delivery arrangements and suitability are confirmed during enquiry.