ISO 20000 Foundation
Certificate Training

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Course Description

This qualification covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management.

Accredited By

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Examinations

There are no prerequisites to appear for the foundation level of this exam. However, basic knowledge of objectives and contents of ISO/IEC 20000 and experience with managing IT systems or auditing an organization for IT service management is desirable.

Candidates can get certified by appearing for the examination. To appear for the Foundation Bridge Examination in IT Service Management, the candidate must hold an ITIL® Foundation (V2 or V3) certification.

Vyom Labs COBIT® 5 Foundation Training is based on latest edition of ISACA’s globally accepted framework, providing an end-to-end business view of the governance of enterprise IT that reflects the central role of information and technology in creating value for enterprises.

ISO 20000 Foundation Exam Details

  • Exam Duration : 60 minutes
  • Number of multiple-choice questions: 40
  • Number of multiple-choice questions: 40
  • Pass mark: 65% (26 out of 40)
  • Open book: No

Course Syllabus

1.1 Core concepts of IT Service Management
1.2 Core concepts of Quality Frameworks

2.1 Introduction to Management Systems
2.2 Core concepts of the Service Management System (SMS)

3.1 Core concepts for Service Design and Transition

4.1 The service delivery processes and their relationships (Service level management, Service reporting, Service continuity and availability management, Budgeting and accounting for services, Capacity management, Information security management)

5.1 The relationship processes and their relationships (Business  relationship management, Supplier management)

6.1 The resolution processes and their relationships (Incident and service request management, Problem management)

7.1 The control processes and their relationships (Change management, configuration management, release and deployment management)

Who Should Do it ?

This course will provide:

  • Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard
  • Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organisation
  • Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
  • Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits
  • Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard

What does this course cover

During the course, you will learn:

  • Describe the scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice through an understanding of the roles of the component parts of the standard
  • Explain their understanding of the integrated approach to maintaining IT service management systems and processes that conform with ISO/IEC 20000 certification
  • Describe the scoping and eligibility requirements and options to achieve certification
  • Understand and describe the requirements of the IT service management system and the Plan, Do, Check Act cycle
  • Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 -1 Specification
  • Recognise and describe the need to (Plan and implement IT service management processes; Report on the IT services and major metrics of the IT Service Management processes; Schedule and conduct regular reviews, assessments and audits; Plan and prepare for an ISO/IEC 20000 audit; Plan for continual service improvement)

Explain how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used

Course Outline

  • “Shall” and “Should” statements

  • Principles of a service management system

  • ISO/IEC 20000 relationships with ITIL and other standards and approaches

  • Objectives of the management system

  • Responsibilities of management

  • Document requirements

  • Staff competence, awareness and training

  • Planning and implementing new or changed services

  • Service Delivery processes

  • Relationship processes

  • Resolution processes

  • Control and Release processes

  • Planning, Implementing and Improving IT service management to meet the ISO/IEC 20000 standard

  • Applicability, scoping requirement, and Scope Statements

  • Plan-do-check-act methodology and its application to service management

  • Types of reviews, assessments and audits required by the standard

  • Techniques and approaches that can be used for them

  • What is involved with an external audit

What’s included?

This ISO 20000 Practitioner training course includes:

  • Certificate of attendance
  • Lunch and refreshments
  • All course materials (digital copy provided as PDF file)
  • The exam and examination fee

This course is non-residential, but we can help you to find a hotel close to the training venue. To take advantage of this offer, drop us an email after you book your course. This course is can also be delivered in-house.

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