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ISO/IEC 20000 Practitioner

Course overview and objectives

ISOP3 days
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Duration

ISO/IEC 20000 Practitioner

3 days

OVERVIEW

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.

The ISO/IEC 20000 Practitioner training is designed to equip IT professionals with the necessary knowledge and skills to effectively implement and manage an IT Service Management System (SMS) based on the ISO/IEC 20000-1:2018 standard. This comprehensive course focuses on practical application and best practices, enabling participants to lead successful service management initiatives.

TARGET AUDIENCE

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

PREREQUISITES

At least one of the following certificates:

  • ISO/IEC 20000 Foundation certificate
  • ITIL Foundation certificate

EXAM INFO

  • The exam is open book with 4 complex multiple choice questions, 20 marks available per question
  • 40 marks required to pass (out of 80 available) – 50%
  • The exam lasts 3 hours.

CERTIFICATE

ISO/IEC 20000 Practitioner

EXAM BODY

APMG

LEARNING 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 participant will be able to:

  • How to assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1:2018 and certification.
  • How to explain and advise on issues regarding applicability and scope definition.
  • Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1:2018.
  • How to produce and assess a gap analysis supported by an improvement and implementation plan.
  • Understand, create, apply and evaluate a service management plan including the service management policy and objectives.
  • Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1:2018.
  • Assist, advise and assess organizations on the implementation of continual improvement processes.

CONCEPTS COVERED

  • 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
  • Relationship with other frameworks and standards
  • APMG Certification scheme
  • Service Management Best Practice
  • Basic principles of the Service Management System
  • Contents, purpose and requirements
  • Scope
  • Clauses
  • Context of the organization
  • Leadership
  • Planning
  • Support of the service management system
  • Operation of the service management system
  • Performance evaluation
  • Improvement
  • Applicability and the definition of scope
  • ISO/IEC 20000 scope and applicability
  • Governance of processes operated by other parties
  • Scope
  • Relationship Diagrams
  • Types of audit and audit outcomes
  • Audit Types
  • Audit outcomes
  • How can an organization achieve it
  • Project activities to achieve conformity to ISO/IEC 20000-1:2018
  • Activities and roles for an audit
  • How tools support certification
  • ISO/IEC 20000 and Technology
  • Terms and definitions
  • General management system
  • Specific to service management

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