ConnectSphere’s ISO/IEC 20000 experienced consultants will work closely with those who are involved in ISO/IEC 20000 implementation and those who would like a better understanding of what the implementation process encompasses.

This itSMF accredited course is designed to enable both managers and implementation teams to define an effective business case for internal approval and also examine approaches to implementation and risk management of implementing ISO/IEC 20000 .

Course Schedule

Audience

This course is aimed at the following roles:

• IT Service Providers
• IT Service Managers
• Quality Managers/Consultants
• Service Improvement Programme and Project Managers
• ISO/IEC 20000 Implementation Teams

Pre-requisites

Participants must, at least, hold the ITIL Service Management Foundation level qualification and have at least five years experience of service management. Attendees should have a basic knowledge of contents of the ISO/IEC 20000 standard and its use.

Candidates gaining the itSMF ISO/IEC 20000 Consultant Certificate will have demonstrated their knowledge of ISO/IEC 20000 and their competence in:

• Understanding the content, use, scope and documentation of the ISO/IEC 20000 standard
• Assisting and advising organisations in assessing their readiness for ISO/IEC 20000 certification
• Helping organisations to achieve ISO/IEC 20000 certification
• Preparing organisations for an ISO/IEC 20000 certification audit.

Content

• Introduction and background to ISO/IEC 20000, terminology and objectives
• ISOIEC 20000 certification scheme
• Detailed overview of the ISO/IEC 20000 standards – Parts 1 and 2
• The implementation, use and application of the standards
• Self assessment approach for checking the organization’s service management capability
• ISO/IEC 20000 scoping and eligibility
• Preparation for formal certification, full and surveillance audits
• Exam practise and preparation