Requirements for ISO/IEC 20000 Certification
 
 
Certificate :: None
Duration :: 5 Hours
Course Delivery :: E-Learning
LanguageCourse ID
EnglishISO1010E
 
purchase online
 
  
 

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
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