Overview

This 1-day instructor led course provides an excellent introduction to the ISO20000 standard for IT Service Management
.
It is ideal for individuals and organisations that wish to have an overview of the standard itself, perhaps as part of considering the advantages, benefits and costs, etc of implementation.
 
Key Learning Objectives
 
Attendance on this course will:

• Allow delegates to understand WHAT ISO 20000 Certification is, WHY they might want to achieve certification, and HOW they might achieve certification.

Who will benefit?

This course will benefit anybody who wishes to attain an overview of the elements of the ISO20000 standard, and the certification processes.
 
Although there are no formal course prerequisites it is envisaged that the delegates should have at least a basic awareness of the IT Infrastructure Library (ITIL®)

Content

The ‘core’ content of this course includes:

• Introduction and background to the ISO20000 Service Management standard
• Why you might need certification
• The certification scheme itself
• Use and application of the standard (Part 1 and Part 2)
• How to prepare for certification
• Assessments and audits
• Eligibility and scoping
• Benefits of certification
• Timescales and costs for certification

• Overview of the processes required for certification, including:
• Requirements for a Management System
• Service Level Management
• Capacity Management
• Service Continuity and Availability Management
• Budgeting and Accounting for IT Services
• Service Reporting
• Information Security Management
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management
• Business Relationship Management
• Supplier Management

 
  Please Note. This course can also be provided as on on-demand ‘in-house’ course, where (if required) the content can be tailored to meet any specific requirements you may have.

See the course location and schedule page to book your place on this course.