This 3-day course provides participants with a solid knowledge of the fundamentals of ISO/IEC 20000, the worldwide standard specifically aimed at IT Service Management. It describes an inter-grated set of management processes for the effective delivery of services to the business and its customers.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL. ISO/ IEC 20000 provides the only formal method to prove that an organisation’s processes are “ITIL compliant”, through formal, independent audit by registered certification organisations.
At the end of this course you will be able to understand and describe:
The following benefits can be realised when an organisation aligns with the ISO/IEC 20000 standard:
Any staff who have a role in delivering or managing IT services. The course is particularly suitable for staff who are involved in process development and improvement and may be helping their organisation improve service outcomes or prepare for ISO/IEC 20000 certification. The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the ISO 20000 qualifications.
Definitions and Principles of Service Quality Management
Introduction to ISO/IEC 20000
Management and Improvement of ITSM
Control of IT services
Alignment of IT and the business
Delivery of IT Services
Sample Exam Paper
Support of IT Services
Position of ISO/IEC 20000 in IT Service Management
Exam (1 hour)
ISO20000 Foundation Certificate Course + Exam
$1950 + gst
Available In-house only, contact ALC to enquire about suitable dates.
There are no formal pre-requisites for this course. However, some previous IT service management training and/or experience is necessary for students to gain the full value of the course.
This course will prepare you to take and pass the ISO/IEC 20000 Foundation Certificate exam. The examination is of one-hour duration and consists of 40 multi-choice questions, taken on the last afternoon of the course.