ISO20000 for consultants

ISO20000 for Consultants provides students with a comprehensive understanding of ISO20000, the international standard for IT Service Management, and the associated itSMF Certification process.

This accredited course is based on the BSI’s ISO20000 specification and delivered in accordance with the itSMF accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the course leader's proven implementation track record.  The course also prepares delegates for the industry recognized itSMF ISO20000 Consultant Certificate

objectives

• To provide an understanding of the ISO20000 Standard and associated itSMF Certification process
  
• To provide guidance on assessing organizations’ readiness for ISO20000
• To provide guidance on preparing organizations for ISO20000 Certification
• To prepare students to achieve the itSMF ISO20000 Consultant certification

duration

3 days

level

intermediate

who should attend?

This course is aimed at experienced IT Service Management practitioners whose roles and responsibilities include preparing internal and/or external organizations for the adoption of ISO20000.

prerequisites

Students should have at least five years of relevant IT experience and must hold the ISEB/EXIN Foundation Certificate in IT Service Management.

This course is not appropriate for auditors requiring education and qualification in order to conduct accredited external ISO20000 Audits in accordance with the itSMF Certification process and criteria.

examination and certification

The qualification is based on a 1-hour multiple-choice examination and a 1-hour in-course essay assignment . Typically, the examination is taken at the end of the course. Successful delegates will be awarded the itSMF ISO20000 Consultant Certificate.

course materials

Student materials include:

• Student workbook
• Specification for Service Management (ISO20000-1:2005)
• Code of Practice for Service Management (ISO20000-2:2005)
• ISO20000 Pocket Guide

course syllabus

overview of the ISO20000 Service Management standard

• Introduction and background
• Certification scheme

use and application of the standard (Part 1 and Part 2)

• Assessments and audits
• Role of toolsets
• Eligibility and scoping

coordination and integration processes

• Requirements for a Management System
• Planning and implementing service management
• Planning and implementing new and changed services
  

service delivery processes

• Service Level Management
• Capacity Management
• Service Continuity and Availability Management
• Budgeting and Accounting for IT Services
• Service Reporting
• Information Security Management

resolution, control and release processes

• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

relationship processes

• Business Relationship Management
• Supplier Management

candidate assessment

• Assignments
• Mock Exams
• Certification Examination
• Documentation

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