- The training courses are suitable for process practitioners, project managers, internal auditors, or consultants who meet the following minimum criteria:
Holder of the ITIL Service Management Foundation Certificate in IT Service Management (It is the responsibility of the training provider to ensure that the candidates hold this certificate before they take the training course)
Meets at least one of the following two criteria:
Is an IT practitioner or manager with at least five years' general IT experience and has at least three year’s experience in an IT Service Management environment either as a practitioner, supervisor or manager.
Is a Service Management consultant with at least five years general IT experience and has at least three year’s experience in Service Management processes or projects, and is able to communicate effectively with managers, subordinates, colleagues, users and customers.
Note: Although it is not a prerequisite, candidates who hold an ITIL Service Management Managers certificate will be at an advantage.
Learning ObjectivesAt the end of this course, you will be able to:
Identify the objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000.
Identify the core processes of the ISO/IEC 20000 standard.
Describe the key activities and requirements of each process involved.
Identify the requirements of the overall Service Management system and plan.
Describe the key principles of best practices, as defined in Part 2 of ISO/IEC 20000
Prepare and implement plans and improvement projects for achieving ISO/IEC 20000 certification
Student MaterialStudents will be provided with a manual containing a copy of the classroom visual aids, assignments, sample exam and a feedback form
Course Organization Logistics
- Up to 16 participants
Classroom U-shaped seating arrangement
Minimum 1 break out room
Whiteboard, flipchart, projector
- Up to 16 participants
ISO/IEC 20000 for Internal Auditors and Consultants is an intensive case study oriented 3 day workshop designed for internal auditors and consultants who play a role in the ISO/IEC 20000 implementation or in providing support around ISO/IEC 20000 implementations. Practical examples and real life case studies are used to guide you through the implementation route and prepares you to conduct a ISO/IEC 20000 assessment or audit.
This interactive workshop, leading to the ISO/IEC 20000 Consultants examination, is designed to provide a basic level of knowledge in the ISO/IEC 20000 IT Service Management standard and its application. It is aimed at practicing IT consultants who wish to assist organizations to prepare for certification under the itSMF's ISO/IEC 20000 certification scheme.
The course covers the interpretation and application of the ISO/IEC 20000 standard and enables consultants to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme. Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the Auditor course. An exam will be conducted at the end of the training.
IT consultants, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000