ISO/IEC 20000 Foundation:

This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

Course Objectives:

• 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
• Planning and implementing change management
• Supplier management
• Relationship management
• Problem management
• Release management

Exam Information:

• Duration : 1 Hours
• Question format : Essay-type questions
• Exam language : English