Training: ISO/IEC 20000 Foundation

Ref. ISO-20000FO

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Duration:

3

days

Exam:

Optional

Level:

Fundamental

Funding:

Temptraining

ITTA | Trainings | IT Pro | Audit and Cybersecurity | ISO/IEC 20000 Foundation

Description

This three-day course familiarizes participants with the basic concepts of IT service management. They will be able to take the “ISO 20000 Foundation” exam at the end of this course.

Participant profiles

Professionnals in need to understand IT Service Management activities

Objectives

Understand questions raised by IT Service Management
Describe ISO 20000 fundamentals and code of practice
Pass the ISO 20000 Foundation exam

Prerequisites

No prerequisites

Course content

Module 1: Principles of service quality management

Lesson 1: Understanding what is a service, IT service management, quality, process, continual improvement, risk management and information security

Module 2: Introduction to ISO/IEC 20000

Lesson 1: Understanding the Deming cycle, ISO 20000 standard, ISO 20000 structure, concepts of certification
Lesson 2: Presentation of the three part of ISO/IEC 20000 standard family

Module 3: SMS general requirements

Lesson 1: Understand the Management responsibilities, governance, documentation, resource management, service management systam (SMS) implementation phases

Module 4: Design and transition for new or changed services

Lesson 1: Plan, design, develop and transition a new or changed service

Module 5: Service delivery processes

Lesson 1: Understanding processes such as Service Level Management or Service Reporting, Capability, Continuity or Availability

Module 6: Relationship processes

Lesson 1: Understanding processes such as Business Relationship or Supplier Management

Module 7: Resolution processes

Lesson 1: Understanding processes such as Incident, Service request or Problem management

Module 8: Control processes

Lesson 1: Understanding processes such as Configuration, Change or Release and Deployment management

Module 9: ISO/IEC 20000 Foundation examination simulation

Documentation

Digital courseware included

Lab / Exercises

Lab 1: Explain importance of a good IT Service Management (ITSM)
Lab 2: Identify challenges you may face during ITSM implementation
Lab 3: Review of all processes and their main characteristics

Exam

This course prepares you to the ISO/IEC 20’000 Foundation exam. If you wish to take this exam, please contact our secretariat who will let you know the cost of the exam and will take care of all the necessary administrative procedures for you

Complementary courses

ITIL® 4 Foundation | ITIL4-01

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.