ISO 20000 IT Service Management

ISO 20000

ISO/IEC 20000 is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management.

The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services.

ISO/IEC20000 helps organizations to establish an on-going culture of improvement and learning providing a target to achieve and maintain. This leads to continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.

It helps to ensure that organizations focus on the implementation of a set of integrated processes and solutions that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve, and increase the rate of change and the productivity of staff and the use of their skills and expertise.

ISO/IEC 20000 was first released in 2005 and is now at the second edition. It aligns to the IT infrastructure library (ITIL) best practice framework. All APMG ISO/IEC 20000 qualification levels are recognised as complementary to the official ITIL qualification scheme.

 

ISO 20000 Foundation

Course description

The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge of the contents and high level requirements of the ISO/IEC 20000 standard, and understands at a foundation level how the standard operates in a typical IT service provider organization.

Target audience

This qualification is aimed at staff working within an ITSM service provider organization that requires a basic understanding of the standard.   It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

Learning objectives & agenda

The course helps candidates to understand the scope, objectives, key terminology and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process.

Day 1

  • Introduction and background
  • Scope, usage, terms, definitions
  • Overall management system
  • ISO/IEC 20000 processes

Day 2

  • ISO/IEC 20000 processes (continued)
  • Guidance for organisations, applicability and scope
  • Achieving and maintaining ISO/IEC 20000 certification
  • Mock exam and review

Course material

The formal course is based on a set of lectures supported by slides, student handbook, exercises and sample examination questions. This course consists of a student manual that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

Prerequisites

There is no pre-requisite for the Foundation qualification but knowledge of the basic principles of IT service management would be an advantage.

Examination

  • 40 multiple choice questions
  • 1 hour to complete – afternoon of day 3
  • The pass mark is 65% overall (26/40)
  • Examination is closed book

ISO 20000 Practitioner

Course description

The purpose of the Practitioner qualification is to confirm whether the candidate has achieved sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in conforming to the requirements of ISO/IEC 20000-1, and achieving and retaining ISO/IEC 20000 certification. 

Target audience

This qualification is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000. 

Learning objectives & agenda

The objectives of the program are to ensure that individuals that plays a role in the implementation,   maintenance and audit of ISO20000 have the requisite skills and to ensure that they enable the achievement of organisational goals and objective through the program.

Candidates should understand and be able to apply and analyse the content of ISO/IEC 20000 within currently certified organizations or those wishing to implement an SMS in preparation for initial certification.

Day 1

  • Introduction and background
  • Content and use of ISO/IEC20000-1
  • Applicability and definition of certification scope

Day 2

  • Use of ISO/IEC20000-1
    • Service Management System
    • Managing new and changed services
    • Service Delivery processes
    • Relationship processes
    • Resolution processes
    • Control processes

Day 3

  • Use of ISO/IEC20000-2
    • Service Management System
    • Managing new and changed services
    • Service Delivery processes
    • Relationship processes
    • Resolution processes
    • Control processes
    • Organisations involved in ISO
    • Sample exam

Course material

The formal course is based on a set of lectures supported by slides, student handbook, exercises and sample examination questions. This course consists of a student manual that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

Prerequisites

The pre-requisite for this qualification is either the APMG ISO/IEC 20000 Foundation or an ITIL Foundation qualification. The APMG ISO/IEC 20000 Foundation course is specifically designed as preparation for this Practitioner qualification.

Examination

  • 3-hour, scenario based objective test examination
  • 4 questions – each worth 20 marks
  • The pass mark is 50% (40 marks).
  • Delegates are expected to have a copy of ISO/IEC 20000-1 standard available for reference (No other reference material is allowed).