ISO 20000 Practitioner (Service Management System)

Abstract

The requirements for the ISO/IEC 20000-1 international standard include the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. Using the Plan, Do, Check, Act approach, the international standard requires an integrated approach for establishing, implementing, operating and improving a service management system (SMS). (Source: ISO/IEC 20000-1.)

This three-day Practitioner level course was designed to enable participants to acquire the relevant skills for the establishment of a service management system based on ISO 20000-1.

The course is delivered in conjunction with our partner TCIC Global Certification Ltd., a certification body (CB), training organization (TO) and examination institute (EI) for ISO 27001, ISO 20000 and ISO 22301, with global presence and recognition for its professional services, and also, an accredited training organization (ATO) and registered certification body (RCB) with APM Group for ISO 20000.

Learning Objectives

At the end of this course, participants will:

  • Understand the ISO 20000 standard architecture, processes and requirements
  • Import the key technologies, human factors of ISO 20000, and share actual experiences
  • Understand the long-term and far-reaching benefits of ISO 20000 including the organization’s services and framework and the related application management
  • Be prepared to write the ISO 20000 Practitioner examination

 

Who Should Attend

This course is appropriate for:

  • Chief Information Officers
  • Heads of IT Service Management, or Unit Heads within the IT Department
  • Service Desk and Call Center Managers, Supervisors and Staff
  • Anyone involved with the delivery of IT services or other business services
  • Anyone with responsibility for overseeing the operations of information technology departments
  • Anyone with the responsibility of auditing information technology departments

 

Prerequisite

The ISO 20000 Foundation course is a prerequisite for attending this practitioner-level course.

Examination

ISO 20000 Practitioner Examination consists of four scenario questions and delegates require 50% to pass.

Materials

You will receive a course binder containing copies of presentation slides, case studies, exercises and suggested solutions.

What You Will Learn

  • Introductions, background to ISO 20000
  • The ISO 20000 certification scheme
  • ISO 20000 Overview – terminology, processes and objectives
  • ISO 20000: Part 1 in detail – The Specification for Service Management
  • ISO 20000: Part 2 in detail – The Code of Practice
  • Service management tool sets
  • ISO 20000 scoping issues
  • The use and application of ISO 20000
  • Group Assignments
  • Examination preparations and mock exam
  • APMG Scenario Examination (3 hours)

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