ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.
DurationISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.
ISO/IEC 20000 options are available for both individuals and organizations via APMG:
For individuals
ISO/IEC 20000 certifies an individual as an IT Service Management professional - able to enhance an organization using the ISO/IEC 20000 standard.
ISO/IEC 20000 training courses are delivered by APMG accredited training providers - self-study is also available.
APMG accredits training providers wishing to deliver ISO/IEC 20000 training courses and exams.
For organizations
ISO/IEC 20000 certification confirms an organization has an advanced IT Service Management approach - in accordance with a globally recognized standard.
ISO/IEC 20000 certification is performed by APMG appointed Registered Certification Bodies (RCBs)
Organizations can apply to become APMG appointed ISO/IEC 20000 Registered Certification Bodies (RCBs)
Who is Foundation for?
Staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
What are the key things you will learn?
The fundamental requirements for an SMS and the need for continual improvement.
The processes, their objectives and high level requirements.
Applicability and scope definition requirement.
The purpose of internal and external audits, their operation and the associated terminology.
The relationship with best practices, ITIL® , and related standards, ISO 9001 and ISO/IEC 27001.
What is required?
At least one of the following certificates:
ISO/IEC 20000 Foundation certificate.
ITIL Foundation certificate.
Who is Practitioner for?
Practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.
What are the key things you will learn?
How to assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification.
How to explain and advise on issues regarding applicability and scope definition.
Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1.
How to produce and assess a gap analysis supported by an improvement and implementation plan.
Understand, create, apply and evaluate a service management plan including the service management policy and objectives.
Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1.
Assist, advise and assess organizations on the implementation of continual improvement processes.
"To improve is to change; to be perfect is to change often." - Winston Churchill
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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.
This training combines our ISO 20000-1 requirements and implementation courses, with an additional 2 days of content with examination. This will provide you with: An in-depth understanding of the Standard; the best practice methods to implement the Standard within your organization; and ensure its ...
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