ISO/IEC 20000® Foundation Certification Program

    

Summary:
The ISO/IEC 20000(r) Foundation program is designed to provide basic level knowledge of the certification, conformance, and auditing based on ISO/IEC 20000(r) ITSM Standard. This program including the certification exam was developed in line with the new ISO/IEC 20000(r) international standard for IT Service Management.

Duration:
3 Days/Lecture & Lab

Audience:
The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000. In addition, for customers considering requesting their service providers to become ISO/IEC 20000(r) certified, they can get an insight into what can be expected of their service providers.

Topics:

• The Requirements for a Management System
• Planning and Implementing Service Management
• Planning and Implementing New or Changed Services
• The Service Delivery processes
• The Relationship processes
• The Resolution processes
• The Control processes
• The Release Management process
• Understand the importance of Quality in IT Service Management
• The Management System
• Planning and Implementing Service Management
• Planning and Implementing New or Changed Services
• The Service Delivery processes
• The Relationship processes
• The Resolution processes
• The Control processes
• The Release Management process

Prerequisites:
There are no prerequisites required for this course.

Last Update: February 7, 2012