Aantal dagen

3 day(s)

Audience

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.

Prerequisites

Participants attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

Objectives

Candidates should understand and be able to analyse and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification.At the end of the course, participants will be able to: Understand the purpose, use and application of Parts 1, 2 and 3 of the standard; Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification; Understand, explain and advise on issues regarding applicability, eligibility and scoping; Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards; Explain and apply the requirements of Part 1; Advise and assist in ISO/IEC 200000 certification readiness assessments; Produce a gap analysis supported by an improvement and implementation plan; Understand, create and apply a service management plan; Assist and advise organizations on the implementation of continual improvement processes; Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.

Methods

Class training alternated with exercises.

Description

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

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.

Contents

• Introduction
• Overview of ISO/IEC 20000
• Overall Management Requirements
• Group Assignment 1
• Service Delivery Processes
• Service Delivery Processes
• Multiple-Choice Sample Paper 1 & Review
• Close - Homework
  • Multiple-Choice Sample Paper 2
• Review Paper 2
• Relationship Processes
• 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