Description

Overview

  • 8:30:00 Hours
  • 12 Months Access
  • Presented by highly qualified, industry leading experts

The ISO/IEC 20000 Foundation training course enables you to learn the basic elements to implement and manage a Service Management System as specified in ISO/IEC 20000.
ISO/IEC 20000 is the international standard specifically for IT Service Management.  It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

Course Details

Objectives

  • Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks.
  • Understand the approaches, methods and techniques used for the implementation and management of an SMS.
  • Understand the elements and operations of a service management system and its principal processes.

Audience

  • This course  is aimed at staff working within an ITSM service provider organization that requires a basic understanding of the standard.

Prerequisites

  • A fundamental understanding of the ISO/IEC 20000-1 standard, implementation principles and service management concepts.

Course Outline

Top of Form

ISO/IEC 20000 FOUNDATION

  • Overview
  • The Foundation Exam
  • Concepts Of Service Management
  • Concepts Of ISO/IEC 20,000
  • What Is A Service Management System
  • SMS: Context Of The Organization
  • SMS: Leadership And Risk Management
  • SMS: 3rd Parties, Documentation, Resource Mgmt
  • Scope, Plan And Support The SMS
  • SMS: Performance Evaluation And Improvement
  • Service Design And Transition
  • Service Catalog, Service Asset, Configuration Mgmt
  • BRM, SLM, Supplier Management
  • Budgeting, Accounting, Demand, Capacity Mgmt
  • Change Mgmt, Release And Deployment
  • Service Request, Incident, Problem Mgmt
  • Availability, Continuity, Security Mgmt
  • August 2019 Update
  • Exam Preparation
  • Sample Paper
  • Sample Paper Part 2