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ISO/IEC 20000 Awarness (no exam)

The administration and service management for information technology (IT) have become a major issue for the survival and success of organizations, both large and small, private or public, for both customers and internal service providers (IT service management) and external (outsourcing) of services.

ISO / IEC 20000 is a standard that defines requirements for managing IT services for quality management and delivery of these services. Achieving ISO / IEC 20000 demonstrates that your organization supports good practice in managing and delivering IT services. Many organizations claim to have implemented the ITIL ® best practices, but few have been independently verified. With ISO / IEC 20000, as with any other standard, practice management and delivery of IT services will be evaluated each year by ensuring that the benefits are maximized for the organization. These benefits are an improved quality of service, cost savings, reduced risk and continuous improvement.

Even if the organization does not go ahead with the formal certification, the definition of the requirements of ISO / IEC 20000 provides guidance and priorities to be applied to support the introduction of best practices for managing IT services. Finally, for many organizations, they derive a competitive advantage to demonstrate that they meet the quality requirements for the management of IT services, an advantage which can often be used when responding to proposals that require certification. It offers a true culture of IT service management.

This course offers candidates an overview of ISO / IEC 20000, its positioning, its application and its benefits.

Audience

The training is for all candidates at all levels within the organization, seeking a clear overview of the elements of ISO / IEC 20000 and the certification process support. It aims, but not limited to :

  • C.I.O
  • IT Managers
  • IT professionals
  • Non-IT Management departments involved in the daily event management, incident management. the execution of service requests, problem management and access management, the Service Center, technical management, operations management.
  • Professionals involved in project management, quality management.
  • IT Consultants
  • IT Service Providers

Prerequisites

There is no specific requirement for this training. However, candidates should have a good understanding of the principles of IT management services and a basic understanding of ITIL ®.

Eligibility

This course does not offer vocational qualifications, although it could be considered as an excellent introduction to ISO / IEC 20000 for delegates who wish to spend to achieve the EXIN ISO / IEC 20000 or certificate accounts consultants.

Objectives

The objective of this training is to provide extended knowledge about the nature of a quality system and management of IT services and help candidates understand the benefits of the implementation of ISO / IEC 20000 within an organization.

The specific objectives of the training are :

  • Understand the definitions and principles of quality management services in accordance with ISO / IEC 20000.
  • Understand the positioning of ISO / IEC 20000 in the IT service management including its relationship with other standards and best practices.
  • Understand the concepts and benefits of certification to ISO / IEC 20000.
  • Provide an understanding of EXIN individual certification process.

Contents

Recap on IT Service Management and ITIL

ISO/IEC 20000 standard and certification process

  • Introduction and background
  • Use and application of the standard (Part 1 and Part 2)
  • Role of toolsets
  • Assessments and audits
  • ISO/IEC 20000 standard and certification process
  • The people certification scheme
  • Eligibility and scoping
  • Benefits of achieving ISO/IEC 20000
  • Overview of the ISO/IEC 20000 Service Management standard

Coordination and integration processes

  • Requirements for a Management System
  • Planning and implementing service management
  • Planning and implementing new and changed services

Overview of service delivery processes

  • Service Level Management
  • Capacity Management
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT Services
  • Service Reporting
  • Information Security Management

Overview of resolution, control and release processes

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

Overview of relationship processes

  • Business Relationship Management
  • Supplier Management

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