ISO/IEC 20000 IT SERVICE MANAGEMENT

ISO/IEC 20000 IT Service Management training qualification is to confirm whether the candidate has achieved sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in conforming to the requirements of ISO/IEC 20000-1 and achieving and retaining ISO/IEC 20000 certification.

You will sit your Practitioner exam on the last day of this course.

ISO/IEC 20000 PRACTITIONER TRAINING

Course Objectives:

Candidates should understand and be able to apply and analyse the content of ISO/IEC 20000 within currently certified organizations or those wishing to implement an SMS in preparation for initial certification.

Specifically, candidates should be able to:

• Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
• Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
• Understand, explain and advise on issues regarding applicability and scope definition
• Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000
• Explain and apply the requirements of ISO/IEC 20000-1
• Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the ongoing demonstration of conformity to ISO/IEC 20000-1
• Advice and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
• Produce and assess a gap analysis supported by an improvement and implementation plan
• Understand, create, apply and evaluate a service management plan, including the service management policy and objectives
• Understand, create, apply and evaluate processes, procedures, process-specific plans and process-specific policies required by ISO/IEC 20000-1
• Assist, advise and assess organizations on the implementation of continual improvement processes
• Advise, prepare and analyse organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG certification scheme

PERSONAL IMPACT

• Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
• Produce a gap analysis supported by an improvement and implementation plan.
• Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
• Recognize the need to plan and report on the IT services schedule conduct regular reviews, assessments and audits and plan for continual service improvement.
• ISO/IEC 20000 certifies an individual as an IT Service Management

ORGANIZATIONAL IMPACT

In this training, you will have the opportunity to learn more in-depth about the ISO/IEC 20000 standard and also how your organization can benefit from implementing it. Our discussion will follow the direction of how this standard can help organizations towards achieving their business objectives, as well as reduce incidents and lower costs.

Main points covered:

• IT services and business alignment improvements
• Reductions in incidents and improved incident management
• Improving the organization’s image and credibility
• It also gives your organisation a competitive advantage, as it demonstrates your reliability and high quality of service.
• Improving cost management, leading to financial savings

JK Michaels institute also offers other products and courses, including PRINCE2 CERTIFICATION, SIX SIGMA GREEN BELT CSSC, Which Project Management is Best, WHAT IS PRINCE 2 AND SIX SIGMA?, and SIX SIGMA GREEN BELT™ IASSC.