A Three Day Intensive Workshop

DESCRIPTION

ISO/IEC 20000® standard is the only international standard for IT Service Management; it is a formal set of specifications and requirements Service Providers should be aiming for. ISO/IEC 20000® is aimed at providing the required evidence that IT service provider has an effective and reliable Service Quality Management system which has been or can be audited against the international standard in IT Service Management. The standard was initially based on the British Standard 15000 and best practice of the IT Infrastructure Library (ITIL®).

ISO/IEC 20000® international standard for IT Service Management promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. The ISO/IEC 20000® standard and associated documentation enables service providers to understand how to enhance the quality of services delivered to their customers, both internal and external. ISO/IEC 20000® standard applies to both large and small service providers, irrelevant of the core competency the End-User-Organization.

ISO/IEC 20000® defines the requirements for a service provider to deliver managed services.

The standard may be used:

• by businesses that are going out to tender for their services;
• to provide a consistent approach to IT service management by all service providers in a supply chain;
• to benchmark IT service management;
• as the basis for an independent assessment;
• to demonstrate the ability to meet customer requirements;
• to show proof of evidence in conformance and existence of Quality Management System;
• to improve services quality.

The ISO/IEC 20000® Foundation Training is designed to provide basic level knowledge of the certification, conformance, and auditing based on ISO/IEC 20000® ITSM Standard. In the training, all participants will be facilitated by experienced and internationally certified trainer.

OBJECTIVES

This is a 3 day program including the certification exam preparation and ISO/IEC 20000 Foundation exam (optional) was developed in line with the new ISO/IEC 20000® international standard for IT Service Management. Its purpose is to provide the program participants:

• To gain the knowledge-based and skills-set of the concept and best practices of IT Service Management (ITSM) based on ISO/IEC 20000 Foundation
• The necessary information required to successfully achieve the Foundation certification in ISO/IEC 20000® standard (optional);
• A better understanding of what is required to conform to the standard specifications and requirements.
• Understanding the importance of Quality in IT Service Management, the specifications and the code of practice for IT Service Management
• Preparation for the ISO/IEC 20000® examination through the use of sample examination questions and exam simulation

BENEFITS

• All participants will get ISO/IEC 20000 TOOLKIT consisting of Learning Material, References, Process and Templates, Samples of Case Study for Projects
• Experienced and Internationally Certificied Trainer will guide participants in Case Study Session using Hands-on Approach
• Getting a bundle of the up-to-date exam samples plus answers and EXAM SIMULATOR TOOL

RECOMMENDED PARTICIPANTS

The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000. In addition, for customers considering requesting their service providers to become ISO/IEC 20000® certified, they can get an insight into what can be expected of their service providers.

Also, this program is for everyone who:

• Is working in any aspect of Service Management.
• Intends to acquire basic knowledge of ISO/IEC/20000® standard, parts 1 and 2.
• Intends to acquire knowledge of Quality Service Management and Best-practices.
• Is implementing Best-practices processes based in ITIL® Framework in an IT environment.
• Intends to obtain the ISO/IEC 20000® Foundation Certificate.
• Is a customer of IT considering requesting their service providers to become ISO/IEC 20000® certified.
• Is a customer of IT and requires an understanding of how IT support and delivery processes can best be accomplished and/or improved using the ISO/IEC 20000® standard.

PREREQUISITES

There are no pre-requisites for this training

TRAINING AGENDA AND MATERIAL

DAY 1

• Opening
• Introduction to IT Service Management
• Content of ISO/IEC 20000, section 1-5 - basics
  - Scope
  - Terms and definitions
  - Requirements for a management system
  - Planning and implementing service management
  - Planning and implementing new or changed services
• Exercises and Exam Preparation (PART I)

DAY 2

• Content of ISO/IEC 20000, section 6-10 - IT Service Management Processes:
  - Resolution Process
  - Control Process
  - Release Process
  - Service Delivery Process
  - Relationship Processo Exercises and Exam Preparation (PART II)

DAY 3

• Classification and Preview
  - ISO/IEC 20000 certification
  - Related practices and standards
  - ISO/IEC 20000 Qualification Programo Mock Exam
• Overall Discussion
• Closing

Note:
It is recommended that all participants should bring their Note Book/LapTop into class-room for reading ISO/IEC 20000 Foundation Toolkit, Exercises and Exam Simulation Sessions