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).

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IT support staff. key business users. 324-326 • 3012 NJ ROTTERDAM • NETHERLANDS I Tel. Understand what ISO/IEC 20000 means from a practical. Identify what is required for an ISO/IEC 20000 audit. Audience Quality managers.0 I info@ITpreneurs. Identify the requirements of ISO 20000 . and flipcharts Venue setting preferably outside the office One break-out room. Practical examples and real-life case studies are used to provide guidance through the implementation route and to prepare the organizations for audits. IT service managers.ITpreneurs. +31 (0) 10 71 1026 . IT consultants. you will be able to: • • • • • • • • • • • • • Understand the principles of Service Management. Define your path toward implementing ISO/IEC 20000. Understand the implementation route to achieve ISO/IEC 20000.ISO1022 Requirements for ISO/IEC 20000 + Achieving ISO/IEC 20000 Certificate: None I Duration: 1 Day I Course Delivery: Classroom ISO1022 Requirements for ISO/IEC 20000 + Achieving ISO/IEC 20000 Course Description The Requirements course combined with the Achieving course works in perfect tandem for organizations looking to achieve ISO/IEC 20000 organizational certification. quality consultants. IT auditors. Define the relationships among different Service Management processes.com . service improvement program and project managers. www. real-world perspective. purchase managers. Course Organization and Logistics • • • • • Up to 16 participants Classroom with a U-shaped seating arrangement Projector. Assess where you are now and what needs to be done to achieve certification. 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. Understand the benefits of applying ISO/IEC 20000 processes. white board. IT service providers. Scope an implementation program for ISO/IEC 20000.com ITpreneurs Nederland BV • Weena 200. Identify approaches to achieving ISO/IEC 20000. senior managers. IT process consultants.Part 2 of the standard. The Requirements course provides an overview and the Achieving course details the implementation path. Identify the benefits of achieving ISO/IEC 20000 certification. Understand the relationships among different Service Management processes.

0 I info@ITpreneurs.ISO1022 Requirements for ISO/IEC 20000 + Achieving ISO/IEC 20000 Certificate: None I Duration: 1 Day I Course Delivery: Classroom ISO1022 Requirements for ISO/IEC 20000 + Achieving ISO/IEC 20000 Course Student Material Students will be provided with a manual containing a copy of classroom visual aids. 324-326 • 3012 NJ ROTTERDAM • NETHERLANDS I Tel.com .com ITpreneurs Nederland BV • Weena 200. assignments.ITpreneurs. +31 (0) 10 71 1026 . Course materials required for the course and made available by the customer or ITpreneurs partner: • • ISO 20000-1:2002 IT Service Management: Specification for Service Management ISO 20000-2:2003 IT Service Management. and a feedback form. 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 Introduction to Service Management Introduction to ISO/IEC 20000 Overall Requirements for Service Management The Management System Planning and Implementing Service Management 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 Day 2 Overview and Benefits of ISO/IEC 20000 Overall Management Requirements of ISO/IEC 20000 Planning the Journey to ISO/IEC 20000 ISO/IEC 20000 Service Delivery Processes ISO/IEC 20000 Relationship Processes Day 3 ISO/IEC 20000 Resolution Processes ISO/IEC 20000 Control and Release Processes Implementation to Achieve ISO/IEC 20000 www.

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