| Date and Time: | 6/8/2010 – 6/9/2010 8:30 AM to 5:00 PM | | Cost: | $995.00 person | | Location: | Southeastern PA-Call for location | | Contact Phone: | 888-45-VERIS (888-458-3747) | | |
ISO/IEC 20000 is “framework neutral”. There is no control defined or implied between the standard and frameworks such as MOF, ITIL® and indeed to their supporting qualification schemes. Each side of the equation is developed autonomously to the other. However, it should be noted that there are many defined frameworks both public (MOF…) and private (in-house best practices) that can help drive recognition of capability and therefore ISO/IEC 20000 certification.
Both internal and external service providers are being challenged to prove they will be able to provide the required service quality and to that end have adequate service management processes in place. External service providers have already been requested to become certified to the standard as part of invitation to tenders.
Certification:
Successful candidates will receive a third-party, internationally recognized confirmation of knowledge in management systems as per ISO/IEC 20000. Certification is provided by EXIN, but is part of the course with the exam given on the final day of the course.
Learning Objective
The syllabus of ISO/IEC 20000 Foundation is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. It will test the capability of the candidate to understand the concepts that are explained.
- ISO/IEC 20000 & Quality
- History and Owner
- Purpose and Benefits
- Differences between Parts 1 and 2
- Grouping of the processes
- Key terms and definitions
- Management and Improvement of ITSM
- Requirements for a Management System (Section 3)
- Planning and Implementing Service Management (Section 4)
- Control of IT services
- Planning and Implementing New or Changed Service (Section 5)
- Configuration Management (Section 9.1)
- Change Management (Section 9.2)
- Release Management (Section 10.1)
- Alignment of IT and the business
- Business Relationship Management (Section 7.2)
- Service Level Management (Section 6.1)
- Service Reporting (Section 6.2)
- Supplier Management (Section 7.3)
- Budgeting and Accounting for IT Services (Section 6.4)
- Delivery of IT Services
- Service Continuity & Availability Management (Section 6.3)
- Capacity Management (Section 6.5)
- Information Security Management (Section 6.6)
- Support of IT Services
- Incident Management (Section 8.2)
- Problem Management (Section 8.3)
- Exam preparation and review
- Sample Exam
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