Course Description
ISO/IEC 20000 Foundation® is the worldwide standard specifically aimed at IT Service Management.
It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
ISO/IEC 20000 Foundation® comprises two distinct documents: a specification for a service management system, and a code of practice. Together, these form a top-down framework to define the features of service management processes that are essential for the delivery of high quality services.
The course covers content from both parts of the standard.
Course Competencies
At the end of this course you will be able to understand and describe:
- the definition and principles of quality management in relation to IT service management
- the position of ISO/IEC 20000 Foundation in relation to IT service management
- the quality specifications for IT service management (ISO/IEC 20000, Part 1)
- the code of practice for IT service management (ISO/IEC 20000, Part 2).
Course Brochure PDF
Course Structure
This 3-day course provides a foundation level understanding of ISO/IEC 20000 and prepares you for the official ISO/IEC 20000 Foundation Exam.
The instructor will be able to answer questions and provide advice based on personal practical experience in addressing IT service management, audit and certification issues.
Examination
The exam is a one hour, closed book exam that comprises 40 multiple choice questions. The pass mark is 65%.
Who Should Attend
Organisations
The target audience includes both internal and external service providers, even if such an organisation is not (yet) certified or not planning to be certified. In addition, customers considering requesting their service providers to become ISO/IEC 20000 Foundation certified can get an insight into what can be expected of their service providers.
Candidates
Any staff who have a role in delivering or managing IT services. The course is particularly suitable for staff who are involved in process development and improvement and may be helping their organisation improve service outcomes or prepare for ISO/IEC 20000 Foundation certification. The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the EXIN ISO 20000 qualifications.
Pre-Requisites
There are no formal pre-requisites for this course. However, some previous IT service management training and/or experience is necessary for students to gain the full value of the course
- ITIL® (v2 or v3) Foundation Certificate (or higher) will assist the candidate greatly
- Work experience in IT service management is assumed.
AU |
