Overview:

ISO/IEC 20000 is recognized as the first international standard for IT service management, which states the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS. The standard includes two main parts which enable IT service providers to identify methods to develop the quality of the services they deliver to their clients, both internally and externally whereby,

- Part 1 specifies the requirements for developing and implementing an IT Service Management System and;

- Part 2 includes guidance on the application of service management systems within the scope of ISO/IEC 20000-1.

ISO/IEC 20000 Foundation training enables you to learn the basic elements to implement and manage an IT Service Management System (ITSMS) as specified in ISO/IEC 20000. During this training course, you will be able to understand the different modules of an ITSMS, including ITSMS policy, procedures, performance measurements, management commitment, internal audit, management review and continual improvement.

After completing this course, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Foundation” credential. A PECB Foundation Certificate shows that you have understood the fundamental methodologies, requirements, framework and management approach. 

Duration:  02 days

Objectives:

• Understand the elements and operations of an IT Service Management System and its principal processes
• 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 ITSMS

Intended Audience: 

• Individuals involved in IT Service Management
• Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)
• Individuals interested to pursue a career in  IT Service Management

Course outlines:

1. Day 1: Introduction to IT Service Management System (ITSMS) concepts as required by ISO/IEC 20000
2. Day 2: IT Service Management System (ITSMS) requirements and Certification Exam