Day 1: Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000

Introduction to the ISO 20000 family of standards

Introduction to management systems and the process approach

Fundamental principles in IT Service Management

General requirements presentation of ISO/IEC 20000-1:2005 clauses

Implementation phases of the ISO/IEC 20000:2005 framework

Continual improvement of IT management

Conducting an ISO/IEC 20000-1:2005 certification audit

Day 2: Implementing the IT service management processes based on ISO 20000 and Certification Exam

Planning and implementing change management

Supplier management

Relationship management

Problem management

Release management

Certified ISO/IEC 20000 Foundation exam

"Taken from PECB <https://pecb.com

Members of an Information Technology Service team

IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)

Staff involved in the implementation of the ISO 20000 standard

Technicians involved in operations related to an ITSMS

Auditors

To understand the implementation of an Information Technology Service Management System in accordance with ISO20000

To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization

To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL

To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System

To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000

شهادة معتمدة من البورد البريطاني للتقييم المهني ( PECB( Professional Evaluation And Certification Board والمعتمد من معهد المعايير الوطنية الامريكية ANSI

Certified ISO/IEC 20000 Foundation