- Locations: 16 Moustafa Refaat St. Block 1137, Sheraton Heliopolis, Cairo, Egypt.
- Duration: 3 Days
This interactive workshop, leading to the ISO/IEC 20000 Practitioner examination is aimed at IT practitioners who assist organizations to achieve 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 analyze 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.
- 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:
- Explain and apply the requirements of Part 1
- Understand, create and apply a service management plan
- Assist and advise organizations on the implementation of continual improvement processes
- Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification
- Explain the relationship between ISO/IEC 20000, related standards and best practices
- Understand, explain and advise on issues regarding applicability, eligibility and scoping
- Advise and assist in ISO/IEC 200000 certification readiness assessments
- Produce a gap analysis supported by an improvement and implementation plan
- Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme
- Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form.
- Course materials required for the course and made available by the customer or ITpreneurs partner:
- Recommended additional student materials:
- ISO/IEC 20000-1:2011 IT Service Management: Specification for Service Management
- ISO/IEC 20000-2:2011 IT Service Management. Code of Practice for Service Management
- The ISO/IEC 20000 exam is a 3-hour multiple choice exam with 4 questions. Each of the 4 questions is worth 20 marks, giving a maximum of 80 marks in the exam paper. The pass mark is 50% (40 marks). Within eachquestion the syllabus area to which the question refers is clearly stated. The exam may be taken with the support of the ISO/IEC 20000 Part 1 standard.
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