ISO/IEC 20000 Foundation Level
This program is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management. The Foundation is the entry level of the ISO/IEC 20000 examinations. The purpose of the Foundation level is to confirm that the candidate has good/basic knowledge of the contents and requirements of the ISO/IEC 20000 standard and understands how the standard operates in a typical IT service provider organization. The Foundation meets the pre-requisite for entry to the Practitioner certification
Program Modules
- Introduction to ISO/IEC 20000
- Service management system general requirements
- Service delivery and relationship processes
- Design, transition, control, and resolution processes
- Audits
- Exam preparation
Target Audience
Staff working within an IT service provider organization who require a basic understanding of the standard, Staff working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
Duration
This program is a 3 days of intensive training class.
Requirement
There are no pre-requisites for this course, although a basic knowledge of Service
Management concepts is recommended.
Assessment
All participants must undergo ISO/IEC 20000 Foundation Certification exams conducted by APMG International in order to be certified. The exam will be closed book examinations consist of 40 Multiple Choice questions for 60 minutes duration. Minimum passing mark is 26 which is 65%.
ISO/IEC 20000 Practitioner Level
This program is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management. This course provides sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply the gained knowledge to a range of activities that would support organizations in conforming to the requirements of Part 1, and achieving and retaining ISO/IEC 20000 certification. The course covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005).
Program Modules
- The service management system
- The process of ISO/IEC 20000 Part 1 (fully)
- Applicability and the definition of scope
- How to implement and achieve ISO/IEC 20000
- ISO/IEC 20000 Part 2, 3, and 5 – What it contains and how to implement
- What organizations are involved
- Practical assignments, sample exam, and review
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.
Duration
This program is a 3 days of intensive training class.
Requirement
There are no pre-requisites for this course, although a basic knowledge of Service
Management concepts is recommended.
Exam Format
Candidate must hold one of the following qualifications to qualify to sit the Practitioner exam: ISO/IEC 20000 Foundation or ITIL® Foundation.