ISO/IEC 20000 Training
Enhance your organisation's IT service quality and drive customer satisfaction.
ISO/IEC 20000, commonly referred to as ISO 20000, is the International Standard for establishing and operating an Information Technology Service Management System (SMS). The standard is developed and maintained by the International Organization for Standardization (ISO) together with the International Electrotechnical Commission (IEC).
ISO/IEC 20000 enables IT departments to ensure that their ITSM processes are aligned with the business’s needs as well as international best practices. This standard helps organisations benchmark how they deliver managed services, measure service levels and assess their performance.
The APMG ISO/IEC 20000 qualification for individuals certifies your ability to:
- Understand the relationship between the ISO/IEC 20000 standard and IT Service Management and use best practices in IT Service Management to apply appropriate methods within an organization.
- Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
- Produce a gap analysis supported by an improvement and implementation plan.
- Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
- Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement.
In the ISO/IEC 20000 Foundation course you will learn how the standard operates in a typical IT service provider organization.
The ISO/IEC 20000 Foundation course is for:
Staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
The ISO/IEC 20000 Foundation course covers:
- The fundamental requirements for an SMS and the need for continual improvement.
- The processes, their objectives and high level requirements.
- Applicability and scope definition requirement.
- The purpose of internal and external audits, their operation and the associated terminology.
- The relationship with best practices, ITIL® , and related standards, ISO 9001 and ISO/IEC 27001.
In the ISO/IEC 20000 Practitioner course you will learn to apply the content of the ISO/IEC 20000 standard within an organization.
Course entry requirements:
At least one of the following certificates:
- ISO/IEC 20000 Foundation certificate.
- ITIL Foundation certificate.
The ISO/IEC 20000 Practitioner course is for:
Practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.
The ISO/IEC 20000 Practitioner course covers:
- How to assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification.
- How to explain and advise on issues regarding applicability and scope definition.
- Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1.
- How to produce and assess a gap analysis supported by an improvement and implementation plan.
- Understand, create, apply and evaluate a service management plan including the service management policy and objectives.
- Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1.
- Assist, advise and assess organizations on the implementation of continual improvement processes.
This course is delivered online as a virtual instructor-led training (VILT) course.
About the ISO/IEC 20000 Practitioner Exam:
The ISO/IEC 20000 Practitioner exam is a 180-minute complex multiple-choice format exam. The paper consists of 4 questions with 20 marks available for each question. You are required to obtain 40 marks (out of 80 available) to pass (ie 50%). The exam is open book (ISO/IEC 20000-1 is permitted).
In the ISO/IEC 20000 Auditor course you will learn the principles of IT Service Management & the requirements of ISO/IEC 20000-1:2011 (Part 1)
Course entry requirements: A minimum of three years’ experience conducting audits in an IT environment is recommended.
The ISO/IEC 20000 Auditor course is for:
- Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1.
- Internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.
The ISO/IEC 20000 Auditor course covers:
- The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used during auditing and certification.
- The key terms and definitions used.
- Service Management general principles.
- The structure, processes, objectives and high-level requirements of ISO/IEC 20000-1.
- Understand, explain and advise on issues regarding applicability and scope definition.
- The purpose of internal and external audits, their operation and the associated terminology.
- Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000-1.
- Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1.
- Audit organizations to identify conformity and improvements against ISO/IEC 20000-1.
This course is delivered online as a virtual instructor-led training (VILT) course.
About the ISO/IEC 20000 Auditor Exam:
The ISO/IEC 20000 Auditor exam is a 60-minute multiple-choice format exam. The paper consists of 40 questions per paper. You are required to obtain 26 marks (out of 40 available) to pass (ie 65%). The exam is closed book.
