IT SERVICE MANAGEMENT ISO/IEC 20000 AS A FRAMEWORK
ISO/IEC 20000 AVAILABLE COURSES
MegaSoft’ portfolio is aligned with the 2011 version of the ISO/IEC 20000 standard
ISO/IEC 20000 FOUNDATION
ISO/IEC 20000 FOUNDATION WITH "EXAM GUARANTEED PASS"
Certifications: APMG ISO/IEC 20000 Foundation Duration (days): 2 Delivery Method: Instructor-Led
The Achieving ISO/IEC 20000 Certification training program is an intensive, case-study-oriented workshop that is designed for those involved in the ISO/IEC 20000 implementation process and for those who would like to understand what the implementation encompasses in a better manner. The workshop uses practical examples and real-life case studies to guide participants through the implementation route and prepare for the audit.
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 aimed at those wishing to demonstrate a Foundation-level knowledge concerning ISO/IEC 20000 and its use in a typical IT service provider organization. Candidates do not require any formal knowledge of ITSM. The course 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 organization.
The APMG certification exam, which is a multiple-choice exam, can be conducted at the end of the course.
This qualification is aimed at staff working within an ITSM service provider organization who require a basic understanding of the standard. It is equally relevant for those working within service providers which are already certified to ISO/IEC 20000, or for those considering its implementation.
The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand: The background to ISO/IEC 20000
- The scope and purpose of Parts 1, 2 and 3 of ISO/IEC 20000 and how these can be used
- The terms and definitions used
- The fundamental requirements for an SMS and the need for continual improvement
- The processes, their objectives and key requirements in a typical IT service provider scenario
- Eligibility and scoping requirements
- he purpose of internal and external audits, their operation and the associated terminology.
- The operation of the APMG Certification Scheme.
Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third-party auditor or as an internal auditor for an organization. This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.
The exam is a 40 question, multiple choice based exam. Candidates have 1 hour to complete the exam and the pass mark is 65% (26/40). The Foundation exam is a closed book exam
ISO/IEC 20000 FOR PRACTITIONER
Certificate: APMG ISO/IEC 20000 Practitioner Certification Duration (days): 3 Delivery Method: Classroom Workshop
This interactive workshop, leading to the ISO/IEC 20000 Practitioners 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 practitioners who wish to assist organizations to prepare for certification under the APMG ISO/IEC 20000 certification scheme.
The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners 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/Practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000.
Candidates should understand and be able to analyze and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification.
At the end of the course, participants will be able to:
- Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
- Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
- Understand, explain and advise on issues regarding applicability, eligibility and scoping.
- Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
- Explain and apply the requirements of Part 1.
- Advise and assist in ISO/IEC 200000 certification readiness assessments.
- Produce a gap analysis supported by an improvement and implementation plan.
- Understand, create and apply a service management plan.
- Assist and advise organizations on the implementation of continual improvement processes.
- Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.
Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate OR an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.
COURSE STUDENT MATERIAL:
Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form. Course materials required for the course and made available by the customer or ITpreneurs partner:
Recommended additional student materials:
- ISO/IEC 20000-1 IT Service Management: Specification for Service Management
- ISO/IEC 20000-2 IT Service Management: Code of Practice for Service Management
− Complex Multiple Choice
− 4 questions per paper, 20 marks available per question
− 40 marks required to pass (out of 80 available) − 50%
− Three hours duration
− Open book (a copy of Part 1 is permitted).
Overview of ISO/IEC 20000
Overall Management Requirements
Group Assignment 1
Service Delivery Processes
Service Delivery Processes
Multiple−Choice Sample Paper 1
Review Paper 1
Close Homework − Multiple-Choice Sample Paper 2
Review Paper 2
Control Processes − Configuration Management
Control Processes − Change Management
Planning and implementation
Close Homework − Multiple-Choice Sample Paper 2
Review Paper 2
Scoping and Eligibility: Group Assignment 2
Mock Examination (Written)
Mock Examination Review
14:15 − 16:30
ISO/IEC 20000 FOR AUDITORS
Certificate:APMG ISO/IEC 20000 Auditor Certification Duration (days): 2 Delivery Method: Classroom Workshop
The ISO/IEC 20000 Auditors course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation into ITSM in general and ISO/IEC 2000 in particular. Internal auditors working in an organization 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 organization. At the end of the 2-day classroom training, the APMG certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit. The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard. The exam consists of a closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions correctly.
Internal and External IT Auditors, Quality Consultants, IT consultants with a strong focus on audit.
The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand:
The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements).
Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider.
Application and relevance of Parts 2 and 3 of the standard.What is required in pre-audits, formal certification and surveillance audits using the regulations of the APMG certification scheme.
Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment.
This may be as a third-party auditor or as an internal auditor for an organization.
This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.
- Multiple choice
- 40 questions per paper
- 26 marks required to pass (out of 40 available) − 65%
- 60 minutes duration
- Closed book.