IT consultants/practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000

• Is an IT practitioner or manager with at least five years’ general IT experience and has at least three years of experience in an IT Service Management environment either as a practitioner, supervisor or manager.

• Is a Service Management consultant/practitioner with at least five years of general IT experience and has at least three years of experience in Service Management processes or projects, and is able to communicate effectively with managers, subordinates, colleagues, users, and customers.

At the end of the course, participants will be able to:

• Identify the objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000.

• Identify the core processes of the ISO/IEC 20000 standard.

• Describe the key activities and requirements of each process involved.

• Identify the requirements of the overall Service Management system and plan.

• Describe the key principles of best practices, as defined in Part 2 of ISO/IEC 20000.

• Prepare and implement plans and improvement projects for achieving ISO/IEC 20000 certification.

[N/A]

Day 1

• Overview of ISO/IEC 20000

• Overall Management Requirements

• Group Assignment 1

• Service Delivery Processes

• Service Delivery Processes

• Multiple-Choice Sample Paper 1

• Review Paper 1

Day 2

• Review Paper 2

• Relationship Processes

• Resolution Processes

• Control Processes – Configuration Management

• Control Processes – Change Management

• Release Process

• Planning and implementation

Day 3

• Review Paper 3

• Scoping and Eligibility: Group Assignment 2

• Mock Examination (Written)

• Mock Examination Review

• Course Summary and Evaluation

• Examination