ISOF: ISO/IEC 20000 Foundation

This course provides a basic insight in the specifications and code of practice for ISO/ IEC20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005)

• Some of the main differences are as follows:
• Closer alignment to ISO 9001
• Closer alignment to ISO/IEC 27001
• Change of terminology to reflect international usage
• Clarification of the requirements for the governance of processes operated by other parties
• Clarification of the requirements for defining the scope of the SMS
• Clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services
• Introduction of new requirements for the design and transition of new or changed services

Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification

Staff working within an IT service provider organization who require a basic understanding of the standard, Staff working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful

At the end of this course the student will be able to understand the scope, objectives and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process.

Specifically, the student will understand:

• The background to ISO/IEC 20000
• The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
• The key terms and definitions used
• The fundamental requirements for an SMS and the need for continual improvement
• The processes, their objectives and high level requirements in a typical IT service provider scenario
• Applicability and scope definition requirements
• The purpose of internal and external audits, their operation and the associated terminology.
• The operation of the APMG Certification Scheme
• The relationship with best practices and related standards

Module 1 - Overview Of ISO/IEC 20000

Module 2 - The Schemes Available For Certification And Qualification

Module 3 - Compatibility Of The SMS WithOther Management System Standards

Module 4 - Terms And Definitions

Module 5 - The SMS, And The Concepts, Responsibilities, Requirements And Processes Needed To Confirm

Module 6 - The Deming Cycle

Module 7 - An Understanding Of The Concepts And Requirements Of Each Process Defined Within ISO/IEC 20000