APMG-International ISO/IEC 20000™ Practitioner Course

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.

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.