ISO/IEC 20000 Foundation

Course details

Course Description
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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 can benefit from this course?
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 Members of an IT Service team
 IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Service Management System (SMS)
 Staff involved in the implementation of the ISO 20000 standard
 Technicians involved in operations related to an SMS
 Auditors

What will you Learn?
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By the end of the training delegate will be able
 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 Updated on 04 May, 2017