ISOF: ISO/IEC 20000 Foundation

The world's most widely accepted standard for certifying excellent IT Service Management.

The international standard ISO/IEC 20000 is dedicated to IT Service Management. It refers to a collection of management processes that together create a service management system for the efficient delivery of services to a company's clients.

This course provides a basic insight in the specifications and code of practice for ISO/ IEC20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005)

Some of the main differences are as follows:

• Closer alignment to ISO 9001
• Closer alignment to ISO/IEC 27001
• Change of terminology to reflect international usage
• Clarification of the requirements for the governance of processes operated by other parties
• Clarification of the requirements for defining the scope of the SMS
• Clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services
• Introduction of new requirements for the design and transition of new or changed services

Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification.

Objectives:

• The background to ISO/IEC 20000
• The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
• The key terms and definitions used
• The fundamental requirements for an SMS and the need for continual improvement
• The processes, their objectives and high level requirements in a typical IT service provider scenario
• Applicability and scope definition requirements
• The purpose of internal and external audits, their operation and the associated terminology.
• The operation of the APMG Certification Scheme
• The relationship with best practices and related standards