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.
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 :
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 ®.
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.
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 :
Recap on IT Service Management and ITIL
ISO/IEC 20000 standard and certification process
Coordination and integration processes
Overview of service delivery processes
Overview of resolution, control and release processes
Overview of relationship processes