ISO/IEC 20000 Foundation Certification - eLearning (exam included)
650,00 EUR
- 21 hours
ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes that form a service management system for effectively delivering services to the business and its customers. ISO/IEC 20000 establishes the requirements and provides the details to implement an effective Service Management System required to deliver high-quality IT services and guidance on demonstrating compliance with the standard. ISO/IEC 20000 Foundation is the entry-level certification. Candidates will learn how the standard operates in a typical IT service provider organization.
ISO/IEC 20000
Certification
Certify your ability to:
- Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.
- Understand, identify, and explain the potential issues regarding applicability, eligibility, and scoping to assist in certification readiness assessment, certification audits, and advising on implementing continual improvement processes.
- Produce a gap analysis supported by an improvement and implementation plan.
- Describe the scope, aims, and use of the ISO/IEC 20000 specification and code of practice through an understanding of the roles of the parts of the standard.
- Recognize the need to plan and implement ITSM processes, report on the IT services a significant metrics of the ITSM processes, schedule and conduct regular reviews, assessments, and audits and plan for continual service improvement.
Course Timeline
Background and related schemes
Lesson 01
Scope, usage, terms, and definitions
Lesson 02
Overall Service Management System (SMS)
Lesson 03
ISO/IEC 20000 Service Management processes
Lesson 04
Certification, applicability, and scope
Lesson 05
Achieving and maintaining ISO/IEC 20000-1 certification
Lesson 06
Learning Outcomes
The candidate will have achieved the knowledge of the following:
ISO/IEC 20000 Standard
- The background to the ISO/IEC 20000 standard, the APMG qualification scheme, and the APMG qualification scheme; - The focus and objectives of ISO/IEC 20000-1 (Specification), ISO/IEC 20000-2 (Code of Practice) and ISO/IEC 20000-3 (Guidance on Scope and Applicability of ISO/IEC 20000-1), and how these can be used; - The terminology and definitions used;
Service Management System
- The fundamental requirements of a service management system and the reasons behind the necessity for continual improvement; - The processes, their objectives, and the critical requirements of a services supplier in a typical scenario; - The requirements of eligibility and definition of the field;
Audit
The objectives of internal and external audits, their function, their operation, and associated terminology. The processes, their objectives, and high-level requirements. Applicability and scope definition requirement.
Best Practices
The relationship with best practices, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001.
Key Features
Lessons
Seven lessons (about 5 hours of video recorded by accredited teachers).
Access
120 access days 24/7.
Content
Downloadable PDF documents with detailed content (slides, explanations) for each lesson.
Mock Exam
With Exercises and solutions.
Who Should Enroll in this Program?
Staff working within a service provider organization requires a basic understanding of the standard. It is equally relevant for those working within service providers already certified to ISO/IEC 20000 or those considering its implementation.
Prerequisites: There are no prerequisites for ISO/IEC 20000 Foundation certification.
IT Professionals / Practitioner
IT Consultant
IT Auditors
IT System Manager
Exam Information
Exam and certification: Online!
Take your exam when you are ready, have time, and wherever you are ...
The exam will be taken online, which gives you the convenient choice of writing the exam at home or in the office. We need a computer with Internet for exams and a webcam (ProctorU). Exams are included in this eLearning package. Very flexible!
To complete the course and have optimal exam preparation, we recommend you spend at least 21 hours of study.
Exam details:
- Multiple choice
- 40 questions per paper
- 26 marks required to pass (out of 40 available) - 65%
- 60 minutes duration
- Closed book
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