ISO20K

16Oct 2012
Outline
 
  • The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements). 
  • ITSM principles. 
  • Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider.. 
  • Application and relevance of Parts 2 and 3 of the standard. 
  • What is required in pre-audits, formal certification and surveillance audits using the regulations of the APMG certification scheme. 
 
 
Pre Course Reading Materials
 
There are no pre-course reading materials needed for this course although candidates are encouraged to have the ISO/IEC20000 standards available and also be familiar with the standards
 
Examination
 
• Multiple choice format
• 60 minutes duration
• 40 questions per paper
• 26 marks required (out of 40 available) to pass
• Closed Book.
 

 

16Oct 2012

Course Objectives

The purpose of the Foundation qualification is to confirm that the candidate has sufficient knowledge of the contents and requirements of the ISO/IEC 20000 standard, and understands at a Foundation level how the standard operates in a typical IT service provider organization.

Possession of the Foundation Certificate meets the pre-requisites for the Practitioner qualification.

 

Outline

  • The background to the ISO/IEC 20000 standard and the associated APMG-International certification and qualification schemes
  • The scope and purpose of ISO/IEC 20000-1 (Specification), ISO/IEC 20000-2 (Code of Practice) and ISO/IEC 20000-3 (Guidance on Scope and Applicability of ISO/IEC 20000-1) and how these can be used
  • The terms, definitions and requirements contained in ISO/IEC 20000-1
  • The fundamental requirements for an IT Service Management System and the need for continual improvement
  • Eligibility, scoping requirements and the role of process owners and practitioners in the preparation for ISO/IEC 20000 certification
  • Assessments, informal and RCB audits, and the associated terminology.

The ISO/IEC 20000 Foundation qualification has been awarded 1 credit of the 6 complementary credits available to put towards the ITIL Expert certification.

 

Pre Course Reading Materials

There are no pre-course reading materials needed for this course although candidates are encouraged to have the ISO/IEC20000 standards available and also be familiar with the standards

 

16Oct 2012

Course Objectives

On completion of this training course, delegates will be able to:
  1. Understand the benefits of achieving ISO/IEC 20000certification.
  2. Define your path towards implementation of ISO/IEC 20000. 
  3. Define the relationships between the different Service Management processes from an implementation perspective. 
  4. Understand the role change imposes on an organization and how to deal with this from a ISO/IEC 20000implementation perspective. 
  5. Understand what is required for ISO/IEC 20000 Audit.
 
Outline
  1. Introduction to and background of ISO/lEC 20000.
  2. The certification scheme. 
  3. ISO/IEC 20000 overview: terminology, process, and objectives. 
  4. ISO/IEC 20000: Part 1 in detail. 
  5. ISO/IEC 20000: Part 2 in detail. 
  6. The use and application of ISO/lEC 20000. 
  7. The implementation of ISO/IEC 20000. 
  8. Preparing for a formal audit. 
  9. Typical toolsets in use. 
  10. ISO/IEC 20000 scoping and eligibility. 
  11. Exam practice and preparations. 
 
Pre Course Reading Materials
 
There are no pre-course reading materials needed for this course although candidates are encouraged to have the ISO/IEC20000 standards available and also be familiar with the standards
 
Exam Format
 
• Complex Multiple Choice
• 4 questions per paper, 20 marks available per question
• 40 marks required to pass (out of 80 available) – 50%
• Three hours duration
• Open book (a copy of Part 1 is permitted).