ISO/IEC

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 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.

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.

Objectives

Candidates should understand and be able to analyze 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 Outline

Day 1

• Registration
• Introduction
• Overview of ISO/IEC 20000
• Overall Management Requirements
• Group Assignment 1
• Service Delivery Processes
• Service Delivery Processes
• Multiple-Choice Sample Paper 1
• Review Paper 1
• Close (Homework - Multiple-Choice Sample Paper 2)

Day 2

• Review Paper 2
• Relationship Processes
• Resolution Processes
• Control Processes – Configuration Management
• Control Processes – Change Management
• Release Process
• Planning and implementation
• Close (Homework - Multiple-Choice Sample Paper 2)

Day 3

• Review Paper 2
• Scoping and Eligibility: Group Assignment 2
• Mock Examination (Written)
• Mock Examination Review