ISO 20000 for Consultants

Course Duration – 3 Days

Who should attend?

The course is aimed at experienced internal or external auditors who wish to conduct either internal or external ISO20000 audits or external certification audits for accredited Registered Certification Bodies (RCBs).
Delegates should have at least three years general IT auditing experience and must be either a certified ISO90000 or BS7799 auditor, or a certified internal auditor. Additionally each delegate should also have a minimum of three years experience in IT and Service Management processes, or the assessment or auditing of them. This course does not cover audit techniques or issues with preparing an organisation for an audit.

Professional qualification

The qualification is based on a 1-hour closed book multiple-choice examination and a 1-hour in-course assignment.
Typically, the examination is taken at the end of the course.
Successful delegates will be awarded the itSMF ISO20000 Consultant Certificate

Objectives

• To provide an understanding of the ISO20000 Standard and associated itSMF certification process
• To provide guidance on assessing an organizations’ readiness for ISO20000
• To provide guidance on preparing organizations for ISO20000 Certification
• To prepare delegates for the itSMF ISO20000 Consultant Certificate

Course Content

The course will include:

• Recap of IT Service Management and ITIL
  • ISO20000 standard and certification process
  • Introduction and background
  • The certification scheme
  • Use and application of the standard (Part 1 and Part 2)
  • Assessments and audits
  • Role of toolsets
  • Eligibility and scoping
  • Benefits of achieving ISO20000

• Co-ordination and integration processes
  • Requirements for a Management System
  • Planning and implementing service management
  • Planning and implementing new and changed services

• Service Delivery processes
  • Service Level Management
  • Capacity Management
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT Services
  • Service Reporting
  • Information Security Management

• Resolution, control and release processes (Service Support)
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

• Relationship processes
  • Business Relationship Management
  • Supplier Management

Candidate assessment

• Assignments
• Mock Exams
• Certification Examination -
  • 1 hour written exam
  • 1 hour multi-choice

Documentation
In addition to a course hand-out, delegates are issued with:

• IT Service Management Specification for Service Management (ISO/IEC 20000-1:2005)
• IT Service Management Code of Practice for Service Management (ISO/IEC 20000-2:2005)