Requirements+Achieving for ISO/IEC 20000
 
 
Certificate :: None
Duration :: 3 Days
Course Delivery :: Classroom
LanguageCourse ID
EnglishISO1022CL
 
    
  
 

Course Introduction -

 ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It proposes a process approach to IT Service Management within an overall Plan-Do-Check-Act (PDCA) cycle. This approach enables IT organizations to establish IT Service Management processes to deliver managed services in a systematic and controlled manner and to enhance the quality of IT services to customers. ISO/IEC 20000 is aligned with and complementary to the process approach defined in IT Infrastructure Library (ITIL) from the Office of Government Commerce (OGC).
  
 

Course Description -

 The Requirements course combined with the Achieving course works in perfect tandem for organizations looking to achieve ISO/IEC 20000 organizational certification. The Requirements course provides an overview and the Achieving course details the implementation path. Practical examples and real-life case studies are used to provide guidance through the implementation route and to prepare the organizations for audits.
  
 

Prerequisites -

 
  • ITIL Foundation certificate
  • A minimum of 3-5 years working experience in the management of IT or in IT auditing
  
 

Learning Objectives -

 

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

  • Understand the principles of Service Management.
  • Understand the benefits of applying ISO/IEC 20000 processes.
  • Understand the implementation route to achieve ISO/IEC 20000.
  • Understand the relationships among different Service Management processes.
  • Understand what ISO/IEC 20000 means from a practical, real-world perspective.
  • Identify the benefits of achieving ISO/IEC 20000 certification.
  • Assess where you are now and what needs to be done to achieve certification.
  • Define your path toward implementing ISO/IEC 20000.
  • Define the relationships among different Service Management processes.
  • Identify what is required for an ISO/IEC 20000 audit.
  • Scope an implementation program for ISO/IEC 20000.
  • Identify approaches to achieving ISO/IEC 20000.
  • Identify the requirements of ISO 20000 - Part 2 of the standard.
  
 

Audience -

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

Course Organization and Logistics -

 
  • Up to 16 participants
  • Classroom with a U-shaped seating arrangement
  • Projector, white board, and flipcharts
  • Venue setting preferably outside the office
  • One break-out room
  
 

Course Student Material -

 Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form.

Course materials required for the course and made available by the customer or ITpreneurs partner:
  • ISO 20000-1:2002 IT Service Management: Specification for Service Management
  • ISO 20000-2:2003 IT Service Management; Code of Practice for Service Management
Recommended additional student materials:
  • PD 0015 IT Service Management: Self-Assessment Workbook
  • BIP 0005 A Manager’s Guide to Service Management
 

Course Agenda -

 
Day 1Day 2Day 3
Introduction to Service ManagementOverview and Benefits of ISO/IEC 20000ISO/IEC 20000 Resolution Processes
Introduction to ISO/IEC 20000Overall Management Requirements of ISO/IEC 20000ISO/IEC 20000 Control and Release Processes
Overall Requirements for Service Management Planning the Journey to ISO/IEC 20000Implementation to Achieve ISO/IEC 20000
The Management SystemISO/IEC 20000 Service Delivery Processes 
Planning and Implementing Service ManagementISO/IEC 20000 Relationship Processes 
Planning and Implementing New or Changed Services 
Service Delivery Processes
Relationship Processes
Resolution Processes
Control and Release Processes
Route to Achieving ISO/IEC 20000 Certification and Its Benefits
 Â