Learn how the standard operates in a typical IT service provider organisation.

Demonstrate your ongoing commitment to exceptional IT Service Management. ISO/IEC 20000 is the international standard for IT Service Management. It provides a comprehensive framework for delivering effective IT services to businesses and their customers.

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Introduction

Course duration: 3 days, 9am – 5pm

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.

Synopsis

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 3 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 organisation 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 organisation.

Outlines

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.

Objectives

Candidates who pass the Foundation examination will have shown that they understand the principles of IT Service Management and the requirements ISO/IEC 20000-1:2018 (Part 1).

Audiences

Staff working within a service provider organisation that requires a basic understanding of the standard. It is equally relevant for those working within service providers which are already certified to ISO/IEC 20000, involved in the auditing of the organisation for ISO/IEC20000 processes or for those considering its implementation.

Certification & Exam Info

Delegates who successfully complete the course and pass the exam will be recognised as of ISO/IEC 20000 Foundation Certified under the APMG certification scheme. The format of the examination is:

Mulitple choice format
60 minutes duration
40 questions per paper
26 marks required (out of 40 available) to pass
Closed book.

Pre-requisites

There are not training prerequisites for Candidates to attend this course

Physical and Virtual Sessions Are Available. See our complete SCHEDULE

02 Jun Mon

APMG ISO/IEC20000 Foundation

June 2 - June 4

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25 Aug Mon

APMG ISO/IEC20000 Foundation

August 25 - August 27

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29 Sep Mon

APMG ISO/IEC20000 Foundation

September 29 - October 1

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Why Us?

Complimentary refresher

Participants can attend a complimentary refresher if they wish(1-year validity and subject to approval)

Post-training support

Should you have questions after the course, you may contact the trainer for assistance regarding course material

E-learning Portal Access

1 year access to our E-learning portal. Including: - E-books available for download - Official sample exam - Randomised quiz formulated by Sapience Trainers based on past examinations