This qualification is aimed at practitioners, managers, and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.
DurationThe purpose of the practitioner qualification is to confirm whether the delegate has achieved sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in conforming to the requirements of ISO/IEC 20000-1, and achieving and retaining ISO/IEC 20000 certification.
This qualification is aimed at practitioners, managers, and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.
Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
Understand, explain and advise on issues regarding applicability and scope definition
Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000
Explain and apply the requirements of ISO/IEC 20000-1
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
Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
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
Advise, prepare and analyse organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG certification scheme
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