This Practitioner course is designed to communicate the details of the ISO/IEC 20000-1:2018 standard within the ISO/IEC 20000 APMG certification scheme guidelines.
DurationThis Practitioner course is designed to communicate the details of the ISO/IEC 20000-1:2018 standard within the ISO/IEC 20000 APMG certification scheme guidelines.
It includes:
Introduction and background to ISO/IEC 20000
Certification scheme explained
ISO/IEC 20000 overview; terminology, process and objectives
ISO/IEC 20000 Scoping and Applicability
ISO/IEC 20000 Part 1 in detail : Service management system requirements
ISO/IEC 20000 Part 2 in detail : Guidance on the application of service management systems
ISO/IEC 20000 Part 3 overview : Guidance on scope definition and applicability of ISO/IEC 20000-1
ISO/IEC 20000 Part 4 overview : Process reference model
ISO/IEC 20000 Part 5 overview : Exemplar implementation plan for ISO/IEC 20000-1
Implementation of ISO/IEC 20000-1:2018
Use and application of ISO/IEC 20000-1:2018
Preparation for formal certification and surveillance audits
The role of the service management toolset in certification
Pitfalls to be aware of and how these can be addressed
Exam practice and preparations
Target Audience
This course is aimed at process practitioners, project managers, internal auditors and consultants who are working with clients to develop their certification strategy and understand their clients’ current capability against the standard.
Pre-Requisites
ITIL® Service Management Foundation certificate with good communication skills
IT practitioner or manager with at least 5 years general IT experience and at least 3 years experience in an IT Service Management environment as a practitioner, supervisor or manager
IT Service Management consultant with at least 5 years general IT experience
Documentation
Delegates are provided with:
An in course hand-out and a copy of the itSMF pocket guide: Planning and Achieving ISO/IEC 20000 Certification.
Delegates will have access to:
The standard Part 1: Service management system requirements (SMS)
Part 2: Guidance on the application of service management systems
Examination
Complex Multiple
4 questions per paper, 20 marks available per question
40 marks required to pass (out of 80 available) 50%
3 hours duration
Open book (a copy of Part 1 is permitted)
Our delegates enjoy pass rates that well exceed the average for all other course providers for this qualification.
We provide IT Service Management Training to clients in local government, defence, financial, technology and service sectors. With over 28 years experience in IT Service Management as Senior Operational Managers, Consultants and Lecturers, we pride ourselves on our ability to operate at any level, to work in partnership with our clients and to deliver seamless quality services.
We’ve taken the strategic decision to focus on in-house courses, unless we have a demand for a public course. This allows us to build relationships and therefore a greater understanding of the customer needs. This enables us to deliver bespoke courses tailored to meet specific needs. Contact our training team to find out more.
Severn Valley IT Service Management Ltd provides services in the following areas:
IT Service Management Consulting (ITIL® & ISO/IEC 20000)
IT Service Management Education & Training (ITIL® & ISO/IEC 20000)
IT Service Management Capability Assessments (ITIL® & ISO/IEC 20000)
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