This course enablesparticipants to learn about the best practices for implementing and managing anIT Service Management System as specified in ISO/IEC 20000-1:2011, as well asthe best practices for implementing the IT Service Management processesstarting from the ISO 20000: planning and implementing new and changedservices, service delivery process, relationship management process, problemresolution process, control processes and release processes.

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 20000-1:2011 clauses

•Implementation phases of the ISO/IEC 20000:2005 framework

•Continual improvement of IT management

•Conducting an ISO/IEC 20000-1:2011 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

Prerequisites

None

Educational approach

•This training is based on both theory and practice:

oSessions of lectures illustrated with examples based on real cases

oReview exercises to assist the exam preparation

oPractice test similar to the certification exam

•To benefit from the practical exercises, the number of training participants is limited

Examination and certification

•The “Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and  Certification Programme (ECP). The exam covers the following competence domains:

oDomain 1: Fundamental principles and concepts of Information Technology Service

oDomain 2: Information Technology Service Management System (ITSMS)

•The “Certified ISO/IEC 20000 Foundation” exam is available in different languages (the complete list of languages can be found in the examination application form)

•Duration: 1 hour

•For more information about exam,refer PECB section on ISO 20000 Foundation Exam

•A certificate of Certified ISO/IEC 20000 Foundation will be issued to participants who successfully passed the exam and comply with all the other requirements related to this credential

•For more information about ISO 20000 certification and PECB certification process,refer to PECB section on ISO 20000 Foundation

 General Information

•Certification fees are included in the exam price

•A student manual containing over 200 pages of information and practical examples will be distributed to participants

•A participant certificate of 14 CPE (Continuing Professional Development) credits will be issued to participants

•In case of failure of the exam,participants are allowed to retake the exam for free under certain conditions

Taken from PECB <https://pecb.com

Members of anInformation Technology Service team

IT Professionalswanting to gain a comprehensive knowledge of the main processes of anInformation Technology Service Management System (ITSMS)

Staff involved in theimplementation of the ISO 20000 standard

Technicians involved inoperations related to an ITSMS

Auditors

To understand theimplementation of an Information Technology Service Management System inaccordance with ISO20000

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

To know theinterrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL

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

To acquire thenecessary expertise to contribute in implementing an Information TechnologyService Management System (ITSMS) as specified in ISO 20000