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ISO20000 service quality
management foundation
ISO20000 Service Quality Management Foundation (SQMF) is 3-day instructor-led course which is focused on Quality Management within the context of ISO/IEC 20000, the International Standard for IT Service Management.
This course:
- Provides students with an understanding of Quality Management
- Addresses the basic concepts of ISO20000
- Prepare students for the EXIN Service Quality Management Foundation exam
NOTE: This course is not recommended for consultants and managers whose roles and responsibilities include preparing internal and/or external organizations for the adoption of ISO20000. The ISO20000 for Consultants course addresses this audience.
duration
3 days
level
Intermediate
prerequisites
Students must hold a Foundation Certificate in IT Service Management
class size
Up to 16 students
examination
Includes the exam leading to the EXIN Service Quality Management Foundation Certificate
course content
- Fundamentals of Quality Management Systems
- Rationale and approach
- Process approach
- Quality policy and objectives
- Evaluation and continuous improvement
- Overview of the ISO20000 Service Management standard
- Introduction and background
- Use and application of the standard (Part 1 and Part 2)
- Terms and definitions
- Role of toolsets
- 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
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Mexico