ISO20000 Foundation

Understand the requirements of the ISO20000-1:2018 standard and learn the fundamentals of the IT Service Management System (SMS) based on the requirements of the standard.

ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.

This 2 day course is primarily aimed at anyone who requires an understanding in ITSM in general and in ISO/IEC 20000 SMS. In particular, IT professionals working in an organization which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organisation…

The training is delivered in a way that includes sufficient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organization.

Outline:

• 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.