ISOF: ISO/IEC 20000 Foundation

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