BS ISO/IEC 20000 for Implementers and Consultants Training Course

BS ISO/IEC 20000 for Implementers and Consultants
(3-Day workshop)

Course summary

This accredited ISO/IEC 20000 (the international standard for IT Service Management) interactive workshop is designed specifically for IT consultants, implementers and internal auditors who will be preparing organisations for achieving ISO/IEC 20000 and the certification audit.

The three-day workshop is designed to facilitate understanding of the standards through experienced tutors who are able to give practical expertise and examples to enable you to prepare the route to successful accreditation.

The workshop concludes with coaching support and provision of the ISO/IEC 20000 Consultant certification exam.

Agenda

• Introduction and background of ISO/IEC 2000
• Detailed overview of the ISO/IEC 20000 standards – Parts 1 and 2
• The itSMF certification scheme
• The implementation, use and application of the standards
• Self assessment approach and identification of the critical success factors for achievement of the standard
• Preparing for a formal audit
• ISO/IEC 20000 scoping and eligibility
• ISO/IEC 20000 Consultant and Exam practise and preparation

Objectives

• To enable the delegate to act as an advisor, consultant or Project manager in implementing and developing ITIL based processes for ISO/IEC 20000 accreditation
• To understand the principles and terminology of the approach and certification audit
• To understand the benefits specific to each organisation of adopting the ISO/IEC 20000 standard
• To be able to understand what will be in and out of scope of the audit
• To provide guidance on preparing for the formal ISO/IEC 20000 audit
• To facilitate understanding of the typical toolsets in use
• To ensure delegates are equipped for planning continual service improvement
• ISO/IEC 20000 Consultant exam practise and preparation

Pre-requisites

All attendees should hold at least the ITIL Service Management Foundation level, but preferably the ITIL Service Management Managers certificate. Delegates should have read the ISO/IEC 20000 standards and have at least five years experience of Service Management at a fairly senior level.

Who should attend?

• Quality consultants
• IT consultants
• Auditors
• Service improvement and project managers
• IT service providers
• Senior managers

This course is non-residential.