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In December 2005 the ISO/IEC 20000 was launched as an international standard for IT Service Management. The standard measures and quality assures an IT organization's service delivery. The standard, which is based on the ITIL Best Practice, has been in demand for some time and is a development of the British standard BS 15000. By using a process based way of working IT providers, both internal and external, can deliver services with higher quality, more customer focus at a lower cost. This course will give the delegates basic knowledge about ISO/IEC 20000 and its structure, and how prepare for a possible audit.
The course also prepares the delegates for the certification that may be taken after the course. The certification costs £ 170 and takes place the last course day between 14.00 and 17.00.
After the course the delegate should know the background of ISO/IEC 20000 and the connection to ITIL. The delegate should also know the structure of the standard and the different parts, and how to prepare an organization for an audit, and what demands such an audit set. The course also prepares the delegates for the ISO/IEC 20000 Consultant Certificate.
The course will cover the following areas:
Overview of ISO/IEC 20000:
- Introduction and background to ISO/IEC 20000
- Rules and process for certification
- Applying the standard
- Terminology and concepts
Coordination and Integration processes:
- Demand on Management System
- Planning/Implementing Service Management
- Planning/Implementing new services
Service Delivery processes:
- Service Level Management
- Capacity Management
- Service Continuity and Availability Management
- Budgeting and Accounting for IT Services
- Service Reporting
- Information Security Management
Resolution, Control and Release Processes (Service Support):
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Business Relationship Management
- Supplier Management
- Mock exam
No formal prerequisite but an ITIL Foundation course including a Foundation certificate is recommended and also some years of experience from Service Management.
Course material in english.
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