ISO/IEC 20000 for Practitioners

    

Summary:
This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination, is designed to provide a basic level of knowledge in the ISO/IEC 20000 IT Service Management standard and its application. It is aimed at practicing IT practitioners who wish to assist organizations to prepare for certification under the itSMF's ISO/IEC 20000 certification scheme. The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme. Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the Auditor course. An exam will be conducted at the end of the training.

Duration:
3 Days/Lecture & Lab

Audience:
This course is designed for IT consultants/practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000.

Topics:

• Introduction
• Overview of ISO/IEC 20000
• Overall Management Requirements
• Group Assignment 1
• Service Delivery Processes
• Multiple-Choice Sample Paper 1
• Review Paper 1
• Close Homework - Multiple-Choice Sample Paper 2
• Review Paper 2
• Resolution Processes
• Control Processes - Configuration Management
• Control Processes - Change Management
• Release Process
• Planning and implementation
• Close Homework - Multiple-Choice Sample Paper 2
• Review Paper 2
• Scoping and Eligibility Group Assignment 2
• Mock Examination (Written)
• Mock Examination Review
• Course Summary and Evaluation
• Examination

Prerequisites:
The training courses are suitable for process practitioners, project managers, internal auditors, or consultants who meet the following minimum criteria:-Holder of the ITIL Service Management Foundation Certificate in IT Service Management (It is the responsibility of the training provider to ensure that the candidates hold this certificate before they take the training course)Meets at least one of the following two criteria: -Is an IT practitioner or manager with at least five years' general IT experience and has at least three year's experience in an IT Service Management environment either as a practitioner, supervisor or manager.-Is a Service Management consultant/practitioner with at least five years general IT experience and has at least three year's experience in Service Management processes or projects, and is able to communicate effectively with managers, subordinates, colleagues, users and customers.Note: Although it is not a prerequisite, candidates who hold an ITIL Service Management Managers certificate will be at an advantage.

Last Update: May 21, 2012