ISO/IEC 20000 Practitioners

Course details

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for 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 analyse 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.

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.

Prerequisites:

Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

Learning Objectives:

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:

•  Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
•  Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
•  Understand, explain and advise on issues regarding applicability, eligibility and scoping.
•  Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
•  Explain and apply the requirements of Part 1.
•  Advise and assist in ISO/IEC 200000 certification readiness assessments.
•  Produce a gap analysis supported by an improvement and implementation plan.
•  Understand, create and apply a service management plan.
•  Assist and advise organizations on the implementation of continual improvement processes.
•  Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme. 

Course Logistics:

•  Up to 16 participants
•  Classroom with U-shaped seating arrangement
•  A minimum of 1 break-out room
•  Whiteboard, flipchart, and projector

ITpreneurs is an accredited course provider with APMG and is authorized to deliver ISO/IEC 20000 training courses and exams. APMG offers three, unique, inpidual certification exams: the Foundation, Practitioner and the Auditors certification exams.