ISO 20000 Foundation

Overview

3-day public or single organisation course
This training provides delegates with a good understanding of Quality Management, within the context of ISO/IEC 20000, the International Standard for IT Service Management more commonly known as ISO20000. This Accredited course also prepares delegates for the industry recognized EXIN ISO/IEC 20000 Foundation Certificate.

Objectives

  • To provide an understanding of the principles of Service Quality Management
  • To give knowledge of the basic concepts of ISO20000 and the quality specification for IT Service Management
  • To prepare delegates for EXIN ISO/IEC 20000 Foundation Certificate.

Who should attend?

The course is aimed at a wide audience of IT Service Management staff of IT Service Providers, internal or external, with an interest in Service Quality Management and ISO20000.
The combination of the ITIL Foundation and this qualification will provide a firm basis for professionals working in an ISO20000 certified organisation.

Pre-requisites

There are no pre-requisites for this course, although the ITIL® Foundation Certificate is strongly recommended.

Professional Qualification

The qualification is based on a 1-hour multiple-choice closed book examination. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the EXIN ISO/IEC 20000 Foundation Certificate.

Structure

The course will include:

The definitions and principles of service quality management

  • Quality and service
  • Process approach
  • IT Service Management
  • Evaluation and continuous improvement

The position of ITSM in ISO20000

  • The landscape of standards and frameworks
  • The concepts of certification practices
  • The concept of ISO/IEC 20000

The quality specifications for ITSM

  • The quality specifications for Management, Improvement and Control of ITSM Processes
  • Quality specification for the delivery and support of IT services
  • The quality specification for alignment of business and IT

The code of practice for ITSM

  • Best practices for Management and Improvement of ITSM Processes
  • The best practices for Control of IT Services
  • The best practices for Alignment of IT and the Business
  • The best practices for Delivery of IT Services
  • The best practices for Support of IT Services

Candidate Assessment

  • Assignments
  • Mock Exams
  • Certification Examination

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