ISO/IEC 20000 Foundation

• Basic understanding of IT service management concepts

Audience

• IT professionals
• Service managers
• Process owners
• Quality managers
• IT auditors

ISO/IEC 20000 Foundation is an introductory course focused on the basics of the ISO/IEC 20000 standard, which is the international standard for IT Service Management (ITSM). The standard specifies requirements for establishing, implementing, maintaining, and continually improving a Service Management System (SMS).

This instructor-led, live training (online or onsite) is aimed at beginner-level IT professionals and service management practitioners who wish to understand the fundamentals of ISO/IEC 20000, learn how to implement a Service Management System (SMS), and prepare for the ISO/IEC 20000 Foundation certification exam.

By the end of this training, participants will be able to:

• Understand the fundamentals of ISO/IEC 20000.
• Gain knowledge of the requirements for a service management system (SMS).
• Learn how to plan, implement, and maintain an SMS aligned with ISO/IEC 20000 standards.
• Prepare for the ISO/IEC 20000 Foundation certification exam.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to ISO/IEC 20000

• Overview of IT Service Management (ITSM)
• Importance and benefits of ISO/IEC 20000
• Structure and components of ISO/IEC 20000

Key Concepts and Principles

• Definitions and terminology
• The service lifecycle approach
• Plan-Do-Check-Act (PDCA) model

Requirements of ISO/IEC 20000

• Service management system (SMS) requirements
• Role of governance in SMS

Implementing the SMS

• Establishing the scope of the SMS
• Planning and implementing service management policies and procedures

Key Processes in ISO/IEC 20000

• Service level management
• Service continuity and availability management
• Incident and problem management
• Change and configuration management

Continual Improvement

• Monitoring, measurement, analysis, and evaluation
• Conducting internal audits and management reviews

Certification Process

• Steps to certification
• Common challenges and tips for preparation

Exam Preparation and Review

• Sample questions and exam strategy
• Review of key points from each module

Summary and Next Steps