ISO/IEC 20000 - Foundation


Summary

This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

 

Who should attend?

  • Members of an IT Service team
  • IT Professionals wanting to gain a comprehensive knowledge of the main processes of a Service Management System (SMS)
  • Staff involved in the implementation of the ISO 20000 standard
  • Technicians involved in operations related to an SMS
  • Auditors

 

Learning objectives

  • To understand the implementation of an IT Service Management System in accordance with ISO 20000
  • To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
  • To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
  • To acquire the necessary expertise to contribute in implementing an IT Service Management System (SMS) as specified in ISO 20000

 

Course Agenda

Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

  • Introduction to the ISO 20000 family of standards
  • Introduction to management systems and the process approach
  • Fundamental principles in IT Service Management
  • General requirements presentation of ISO/IEC 20000-1:2005 clauses
  • Implementation phases of the ISO/IEC 20000:2005 framework
  • Continual improvement of IT management
  • Conducting an ISO/IEC 20000-1:2005 certification audit

Day 2: Implementing the IT service management processes based on ISO 20000 and Certification Exam

  • Planning and implementing change management
  • Supplier management
  • Relationship management
  • Problem management
  • Release management
  • PECB Certified ISO/IEC 20000 Foundation Exam

 

 

Prerequisites

None

Educational approach

  • This training is based on both theory and practice:
    • Sessions of lectures illustrated with examples based on real cases
    • Review exercises to assist the exam preparation
    • Practice test similar to the certification exam
  • To benefit from the practical exercises, the number of training participants is limited

Examination and Certification

  • The “PECB Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:
    • Domain 1: Fundamental principles and concepts of IT Service
    • Domain 2: IT Service Management System (SMS)
  • The “PECB Certified ISO/IEC 20000 Foundation” exam is available in different languages (the complete list of languages can be found in the examination application form)
  • Duration: 1 hour
  • For more information about exam, refer to PECB section on ISO 20000 Foundation Exam
  • A certificate of PECB Certified ISO/IEC 20000 Foundation will be issued to participants who successfully passed the exam and comply with all the other requirements related to this credential
  • For more information about ISO 20000 certification and PECB certification process, refer to PECB section on ISO 20000 Foundation

 General Information

  • Certification fees are included in the exam price
  • A student manual containing over 200 pages of information and practical examples will be distributed to participants
  • A participant certificate of 14 CPD (Continuing Professional Development) credits will be issued to participants
  • In case of failure of the exam,participants are allowed to retake the exam for free under certain conditions