ISO 20000:2011 Requirement

Overview 

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL®. ISO/IEC 20000 provides the only formal method to prove that an organisation’s processes are “ITIL compliant”, through formal, independent audit by registered certification organisations. ISO/IEC 20000 comprises of two distinct documents: a specification for a service management system, and a code of practice. Together, these form a top-down framework to define the features of service management processes that are essential for the delivery of high quality services. This course covers content from both parts of the standard and prepares participants for the official ISO/IEC 20000 Foundation Exam.

Objectives 
This course provides participants with extended theoretical and practical knowledge of ISO/IEC 20000, the worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.At the end of this course you will be able to understand and describe: - the definition and principles of quality management in relation to IT service management
- the position of ISO/IEC 20000 in relation to IT service management
- the quality specifications for IT service management (ISO/IEC 20000, Part 1)
- the code of practice for IT service management (ISO/IEC 20000, Part 2) 

Who Should Attend
 The target audience includes both internal and external service providers, even if such an organisation is not (yet) certified or not planning to be certified. In addition, customers considering requesting their service providers to become ISO/IEC 20000 certified can get an insight into what can be expected of their service providers

Duration 4 Days/ 24 Hrs

Code MS\121