Requirements for ISO IEC 20000 + Achieving ISO IEC 20000 _ISO1022

8/9/2019 Requirements for ISO IEC 20000 + Achieving ISO IEC 20000 _ISO1022

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Requirements for ISO/ IEC 2000

+ Achieving ISO/ IEC 2000Fact Shee

3 DaysI Classroom ICourse Code: ISO1022

ISO/IEC 20000 is the first worldwide standard specifically aimed

IT Service Management. It proposes a process approach to

Service Management within an overall Plan-Do-Check-Act (PDC

cycle. This approach enables IT organizations to establish IT Serv

Management processes to deliver managed services in a systema

and controlled manner and to enhance the quality of IT services

customers. ISO/IEC 20000 is aligned with and complementary

the process approach defined in IT Infrastructure Library (ITI

from the Office of Government Commerce (OGC).

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ISO1022Requirements

for ISO/ IEC20000 +

Achieving

ISO/ IEC 20000

ISO1022Requirements for ISO/ IEC 20000 + Achieving ISO/ IEC 20000Certificate: None I Duration: 1 Day I Course Delivery: Classroom

Course Description

The Requirements course combined with the Achieving course works in perfect tandem for organizations loo

to achieve ISO/IEC 20000 organizational certification. The Requirements course provides an overview and

Achieving course details the implementation path. Practical examples and real-life case studies are use

provide guidance through the implementation route and to prepare the organizations for audits.

Prerequisites

ITIL Foundation certificate

A minimum of 3-5 years working experience in the management of IT or in IT auditing

Learning Objectives

At the end of this course, you will be able to:

Understand the principles of Service Management.

Understand the benefits of applying ISO/IEC 20000 processes.

Understand the implementation route to achieve ISO/IEC 20000.

Understand the relationships among different Service Management processes.

Understand what ISO/IEC 20000 means from a practical, real-world perspective.

Identify the benefits of achieving ISO/IEC 20000 certification.

Assess where you are now and what needs to be done to achieve certification.

Define your path toward implementing ISO/IEC 20000.

Define the relationships among different Service Management processes.

Identify what is required for an ISO/IEC 20000 audit.

Scope an implementation program for ISO/IEC 20000.

Identify approaches to achieving ISO/IEC 20000.

Identify the requirements of ISO 20000 - Part 2 of the standard.

Audience

Quality managers, IT support staff, IT consultants, IT process consultants, key business users, IT auditors, qu

consultants, IT service providers, purchase managers, senior managers, IT service managers, service improve

program and project managers.

Course Organization and Logistics

Up to 16 participants

Classroom with a U-shaped seating arrangement

Projector, white board, and flipcharts

Venue setting preferably outside the office

One break-out room.


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ISO1022Requirements

for ISO/ IEC

20000 +Achieving

ISO/ IEC 20000

ISO1022Requirements for ISO/ IEC 20000 + Achieving ISO/ IEC 20000Certificate: None I Duration: 1 Day I Course Delivery: Classroom

Course Student Material

Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedb

form.

Course materials required for the course and made available by the customer or ITpreneurs partner:

ISO 20000-1:2002 IT Service Management: Specification for Service Management

ISO 20000-2:2003 IT Service Management; Code of Practice for Service Management

Recommended additional student materials:

PD 0015 IT Service Management: Self-Assessment Workbook

BIP 0005 A Managers Guide to Service Management

Course Agenda

Day 1 Day 2 Day 3

Introduction to ServiceManagement

Overview and Benefits of ISO/IEC20000

ISO/IEC 20000 ResolutionProcesses

Introduction to ISO/IEC 20000Overall Management Requirements

of ISO/IEC 20000ISO/IEC 20000 Control and

Release Processes

Overall Requirements for ServiceManagement

Planning the Journey to ISO/IEC20000

Implementation to AchieveISO/IEC 20000

The Management System ISO/IEC 20000 Service DeliveryProcesses

Planning and Implementing ServiceManagement

ISO/IEC 20000 RelationshipProcesses

Planning and Implementing New orChanged Services

Service Delivery Processes

Relationship Processes

Resolution Processes

Control and Release Processes

Route to Achieving ISO/IEC 20000Certification and Its Benefits

Documents

Requirements for ISO IEC 20000 + Achieving ISO IEC 20000 _ISO1022