Course details
ISO/IEC 20000 Foundation
£795.00
3 days
Audience and Pre-requisites
The course is aimed at staff in internal and external service provider organisations who require knowledge and understanding of the ISO/IEC 20000 standard and its content. It will provide:
* Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard
* Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organisation
* Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
* Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits
* Evidence that delegates have achieved a Foundation level of knowledge of the ISO/IEC 20000 standard
This qualification does not provide the advanced level of knowledge for external auditors, consultants or those responsible for managing implementation of the standard in a service provider organization. Auditors, consultants and implementers may want to consider the itSMF Consultant or Auditor courses which provide more detail on the use of the standard.
Learning Objective
Candidates will be able to demonstrate their competence in, and their ability to:
Describe the scope, purpose and use of the ISO/IEC 20000 Specification and Code of Practice, understanding the roles of the component parts of the standard Understand and describe the requirements of the IT service management system and the Plan, Do, Check, Act cycle
Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 -1 Specification
Appreciate and describe the need to plan and implement IT service management processes Report on the IT services and major metrics of the IT Service Management processes
Schedule and conduct regular reviews, assessments and audits
Plan and prepare for an ISO/IEC 20000 audit
Plan for continual service improvement
Understand and conduct assessments and reviews and assist with internal audits of IT Service Management systems against the requirements of the standard
Exercises
Exam practice and mock exam
ISEB invigilated exam of 40 multiple choice questions (1 hour)
Forthcoming dates for this course
We are running the ISO/IEC 20000 Foundation on the following dates. You can book your place online in just a few clicks. Or, if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
| Dates | Venue | Price | ||
|---|---|---|---|---|
| 26 – 28 Oct 2010 | London EC2A | £795.00 | Book now | |
