This ISEB accreditied ISO/IEC 20000 Foundation course prepares candidates for the foundation qualification. It covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management. It covers the certification requirements of ISO/IEC 20000-1:2005 and how the guidance in ISO/IEC 20000-2:2005 can be adopted by an organisation to deliver effective managed services and continually improve those services.

Course Schedule

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 Objectives

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.