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Registered Students:
42
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Duration:
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Sections:
11
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Difficulty Level:
Intermediate
- DESCRIPTION
- CURRICULUM
- FAQ
- ANNOUNCEMENT
ISO/IEC 20000-1:2011 is a Service Management System (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS. The requirements include the design, transition, delivery, and improvement of services to fulfill agreed service requirements.
Audience Profile
People interested in controlling the effectiveness of IT management systems implementations.
Learning Objectives
– Overview of ISO/IEC 20000.
– The schemes available for certification and qualification.
– Understand: The principles of IT Service Management
Exam Details
– Format: Multiple choice
– Questions: 40
– Language: Spanish/English/Portuguese
– Pass Score: 24/40 or 60%
– Duration: 60 minutes maximum
– Delivery: This examination is available Online.
– Supervised: It will be at the Partner’s discretion
Certification Details
– Certification Type: Foundations
– Certification Code: I20000F
Prerequisites
There are no formal prerequisites for this certification.
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1. Introduction and Background
Introduction
History of the Standard
Changes to the Standard ISO/IEC 2000 -
2. What is SMS?
Service Management System (SMS)
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3. Terms and Definitions (See annex) 15 Structure of the Standard
ISO/IEC 20000-1 Structure
Deming Cycle PDCA & SMS
ISO/IEC 20000-1 Structure -
4. Organizational Context
4.1 Understanding the Organization and its Context
4.2 Understanding the Needs and Expectations of Stakeholders
4.3 Determining the Scope of the Service Management System
4.4 Service Management System -
5. Leadership
Leadership
5.1 Leadership and Commitment
5.2 Policy -
6. Planning
Planning
6.1 Actions to Address Risks and Opportunities
6.2 Service Management Objectives and Planning to Achieve Them
6.3 Plan the Service Management System -
7. Support
Support
7.1 Resources
7.2 Competition
7.3 Awareness
7.4 Communication
7.5 Documented Information
7.6 Knowledge
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8. Operation
Operation
8.1 Planning and Control Operational
8.2 Service Portfolio
8.3 Relationship and Agreement
8.4 Supply & Demand
8.5 Service Design, Build and Transition
8.6 Resolution and Fulfilment -
8. Operation
Operation
8.1 Planning and Control Operational
8.2 Service Portfolio
8.3 Relationship and Agreement
8.4 Supply & Demand
8.5 Service Design, Build and Transition
8.6 Resolution and Fulfilment
8.7 Service Assurance -
9. Performance Evaluation
Performance Evaluation
9.1 Monitoring, Measurement, Analysis & Evaluation
9.2 Internal Audit
9.3 Management Review
9.4 Service Reporting -
10. Improvement
Improvement
10.1 Nonconformity and Corrective Action
10.2 Continual Improvement -
Annex: Terms and Definitions
3.1.1 Audit
3.1 Terms Specific to Management Systems Standards
3.2 Terms Specific to Service Management
The course is self paced. This means that you can learn at your own time and schedule, while completing the program you receive both the attendance certificate and certification through online exams.
The Seminar Tuition fee is € 150 and you can pay through PayPal, Credit/Debit card or Bank deposit.
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