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Requirements for ISO/IEC 20000

+ Achieving ISO/IEC 20000


Fact Sheet

3 Days I Classroom I Course Code: ISO1022

ISO/IEC 20000 is the first worldwide standard specifically aimed at


IT Service Management. It proposes a process approach to IT
Service Management within an overall Plan-Do-Check-Act (PDCA)
cycle. This approach enables IT organizations to establish IT Service
Management processes to deliver managed services in a systematic
and controlled manner and to enhance the quality of IT services to
customers. ISO/IEC 20000 is aligned with and complementary to
the process approach defined in IT Infrastructure Library (ITIL)
from the Office of Government Commerce (OGC).

www.ITpreneurs.com
www.ITpreneurs.com ITpreneurs Nederland BV • Weena 200, 324-326 • 3012 NJ ROTTERDAM • NETHERLANDS I Tel. +31 (0) 10 71 1026 - 0 I info@ITpreneurs.com
ISO1022
Requirements for ISO/IEC 20000 + Achieving ISO/IEC 20000
Certificate: None I Duration: 1 Day I Course Delivery: Classroom

ISO1022 Course Description


Requirements
The Requirements course combined with the Achieving course works in perfect tandem for organizations looking
for ISO/IEC
to achieve ISO/IEC 20000 organizational certification. The Requirements course provides an overview and the
20000 +
Achieving Achieving course details the implementation path. Practical examples and real-life case studies are used to
ISO/IEC 20000 provide guidance through the implementation route and to prepare the organizations for audits.

Prerequisites
• ITIL Foundation certificate
• A minimum of 3-5 years working experience in the management of IT or in IT auditing

Learning Objectives
At the end of this course, you will be able to:
• Understand the principles of Service Management.
• Understand the benefits of applying ISO/IEC 20000 processes.
• Understand the implementation route to achieve ISO/IEC 20000.
• Understand the relationships among different Service Management processes.
• Understand what ISO/IEC 20000 means from a practical, real-world perspective.
• Identify the benefits of achieving ISO/IEC 20000 certification.
• Assess where you are now and what needs to be done to achieve certification.
• Define your path toward implementing ISO/IEC 20000.
• Define the relationships among different Service Management processes.
• Identify what is required for an ISO/IEC 20000 audit.
• Scope an implementation program for ISO/IEC 20000.
• Identify approaches to achieving ISO/IEC 20000.
• Identify the requirements of ISO 20000 - Part 2 of the standard.

Audience
Quality managers, IT support staff, IT consultants, IT process consultants, key business users, IT auditors, quality
consultants, IT service providers, purchase managers, senior managers, IT service managers, service improvement
program and project managers.

Course Organization and Logistics


• Up to 16 participants
• Classroom with a U-shaped seating arrangement
• Projector, white board, and flipcharts
• Venue setting preferably outside the office
• One break-out room.

www.ITpreneurs.com ITpreneurs Nederland BV • Weena 200, 324-326 • 3012 NJ ROTTERDAM • NETHERLANDS I Tel. +31 (0) 10 71 1026 - 0 I info@ITpreneurs.com
ISO1022
Requirements for ISO/IEC 20000 + Achieving ISO/IEC 20000
Certificate: None I Duration: 1 Day I Course Delivery: Classroom

ISO1022 Course Student Material


Requirements Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback
for ISO/IEC
form.
20000 +
Course materials required for the course and made available by the customer or ITpreneurs partner:
Achieving
ISO/IEC 20000 • ISO 20000-1:2002 IT Service Management: Specification for Service Management
• ISO 20000-2:2003 IT Service Management; Code of Practice for Service Management

Recommended additional student materials:


• PD 0015 IT Service Management: Self-Assessment Workbook
• BIP 0005 A Manager’s Guide to Service Management

Course Agenda

Day 1 Day 2 Day 3


Introduction to Service Overview and Benefits of ISO/IEC ISO/IEC 20000 Resolution
Management 20000 Processes
Overall Management Requirements ISO/IEC 20000 Control and
Introduction to ISO/IEC 20000
of ISO/IEC 20000 Release Processes
Overall Requirements for Service Planning the Journey to ISO/IEC Implementation to Achieve
Management 20000 ISO/IEC 20000

ISO/IEC 20000 Service Delivery


The Management System
Processes

Planning and Implementing Service ISO/IEC 20000 Relationship


Management Processes
Planning and Implementing New or
Changed Services

Service Delivery Processes

Relationship Processes

Resolution Processes

Control and Release Processes

Route to Achieving ISO/IEC 20000


Certification and Its Benefits

www.ITpreneurs.com ITpreneurs Nederland BV • Weena 200, 324-326 • 3012 NJ ROTTERDAM • NETHERLANDS I Tel. +31 (0) 10 71 1026 - 0 I info@ITpreneurs.com

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