ISO 20000 Foundation
Certificate Training

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Course Description

The ISO/IEC 20000 Practitioner qualification, awarded by APMG will give you the expertise to lead your organisation to ISO 20000 certification.

This 3-day training course provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organisation to achieve compliance and certification.

The course includes an exam which leads to the APMG-accredited ISO 20000 Practitioner Certificate.

Achieving the internationally recognised ISO 20000 certification will clearly demonstrate to your customers, partners and suppliers that you deliver a best practice approach to IT service management (ITSM).

This 3-day course covers the interpretation and application of the ISO/IEC 20000 standard and will enable you to develop the service management capability of your organisation and assess its readiness for certification.

On successful completion of the inclusive exam, you will gain the APMG-accredited ISO 20000 Practitioner Certificate.

Accredited By

APMG International

Examination details

  • Exam Duration : 180 minutes
  • Type : 80 questions, Gradient Style Multiple Choice
  • Supervised : Yes
  • Open book : Yes
  • Pass score : 50% (40 out of 80)

  • Introduction to Service Management Systems

  • Introduction to – Scope, Normative references, Terms and definitions

  • Management Responsibility

  • Service Management Policy

  • Authority, Responsibility and Communication

  • Management Representative Significance

  • Governance of Processes operated by other parties

  • Documentation Management and Control

  • Resource Management

  • Establish and Improve the SMS

  • Design and transition of new or changed services

  • Service Level Management

    • Automation best practices for ITSM tool for Service Level Management process with Example Demonstration

  • Service Reporting

    • Automation best practices for ITSM tool for Reporting with Example Demonstration

  • Service Continuity and availability management

  • Budgeting and accounting of services

  • Capacity Management

  • Information Security Management

  • Business Relationship Management

  • Supplier Management

  • Incident and Service Request Management

    • Automation best practices for ITSM tool for Incident Management process with Example Demonstration

  • Problem Management

    • Automation best practices for ITSM tool for Problem Management process with Example Demonstration

  • Change management

    • Automation best practices for ITSM tool for Change Management process with Example Demonstration

  • Configuration Management

    • Automation best practices for ITSM tool for Configuration Management process with Example Demonstration

  • Release and Deployment Management

    • Automation best practices for ITSM tool for Release and Deployment Management process with Example Demonstration

  • ISO 20000 internal Audit

  • Management review of an SMS

  • Implementation of a continual improvement program

  • Preparing for an ISO 20000 certification audit

  • Certification Exam

Who Should Do it ?

This Practitioner course has a wider scope than the ISO 20000 Auditor training course and is aimed at service management practitioners and ITSM consultants who wish to assist organizations in preparing for audit and certification.

What will I learn?

During this course you will gain a clear understanding of the requirements of ISO 20000 and how it can be applied to IT service management in your organization.

Entry requirements?

It is mandatory that all delegates must hold either the ITIL Foundation Certificate or the ISO 20000 Foundation Certificate to qualify to sit the Practitioner examination and attend the training course.

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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