ISO/IEC 20000 Training | ISO/IEC 20000 course | ISO/IEC 20000 Framework

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ISO/IEC 20000

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ITIL/ITSM

ISO/IEC 20000

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	Requirements for ISO/IEC 20000 Certification

	Achieving ISO/IEC 20000 Certification

	ISO/IEC 20000 for Auditors

	ISO/IEC 20000 for Consultants

ISO/IEC 20000

Requirements for ISO/IEC 20000 Certification

Certificate :: None
Duration :: 5 Hours
Course Delivery :: E-Learning

Language	Course ID
English	ISO1010

Course Introduction -

The Requirements for ISO/IEC 20000 Certification course provides a comprehensive overview of part 1 of the ISO/IEC 20000 standard and highlights the relevance of Service Quality Management for IT service-providing organizations and departments. The course is designed for professionals who require an overview of the standard and understand the scope and relevance of Service Quality Management. The course uses a case study to explain the principles of ISO/IEC 20000 in a simulated environment. This helps participants understand and relate to ISO/IEC 20000 in a real-world organization.

The e-learning version of this course is designed for awareness campaigns and provides an appropriate overview of the standard and the need for a Service Quality Management framework in a short period.

Prerequisites-

No formal requirements, however, it is recommended that candidates should have completed the ITIL Foundation course.

Learning Objectives-

At the end of this course, you will be able to identify:

The principles of Service Management.
The benefits of applying ISO/IEC 20000 processes.
The implementation route to achieve ISO/IEC 20000.
The relationships among different Service Management processes.
What ISO/IEC 20000 means in a practical, real-world perspective.

Audience-

Quality managers, IT support staff, IT consultants, IT process consultants, key business users, IT auditors, quality consultants, IT service providers, and purchase managers.

Course Organization and Logistics-

Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, 1024X768 pixel resolution).
Broadband Internet connection.

Course Agenda-

Module #	Module Name
1	Course Introduction
2	Service Management
3	An Overview of ISO/IEC 20000
4	Relationship Processes
5	Service Level Management and Service Reporting
6	Budgeting and Accounting for IT Services
7	Capacity Management
8	Information Security Management, Service Continuity, and Availability Management
9	Incident and Problem Management
10	Control Processes
11	Release Management
12	Route for Achieving ISO/IEC 20000