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Information Technology : ISO 20 000-1 IT Service Management Systems and ITIL Implementation

Information Technology : ISO 20 000-1 IT Service Management Systems and ITIL Implementation

ISO 20 000-1 includes only the products and services required to cut out unnecessary costs. The standard allows IT service provider organizations to achieve conformance to a service management system.

R 11250 per delegate
Duration 3 hours, 5 min, 29 sec
NQF Level 5
Certification Certificate of Competence
Language English

To sign up for this course:

Course Overview

ISO 20 000-1 includes only the products and services required to cut out unnecessary costs. The standard allows IT service provider organizations to achieve conformance to a service management system. It aligns to the IT infrastructure library (ITIL) best practice framework. It helps external IT service providers to become a competitive differentiator for delivery of IT services.

Who Should Attend?

The course is aimed at personnel at all levels within an organisation who need an understanding of ISO/IEC 20000:2005 Parts 1 & 2 and the certification process.

Course Objectives

  • Describe the key processes required for an IT Service Management System (SMS).
  • Communicate the benefits of an ISO 20000 IT SMS
  • Communicate that it is possible to integrate an ISO 20000 compliant SMS with other management systems in the service provider’s organization.
  • Adopt an integrated process approach and the PDCA methodology, enabling the service provider to align or fully integrate multiple management system standards.
  • Know what to do next in their organization
  • How to utilize the set of Generic ISO 20 000-1 Service Management Templates with instructions and examples

Course Outline

  • History of ISO
  • Understanding the concept of ISO 20 000-1
  • Understanding the IT Service Management Terminology
  • Explain the requirements of ISO/IEC 20000
  • Assess how closely your organization currently meets the requirements of ISO/IEC 20000-1
  • Understand each clause and sub clause of the ISO 20 000-1 standard and how to implement an ITSM effectively
  • Develop an implementation plan
  • Create the required documentation and processes
  • Monitor the success of the implementation
  • Prepare for registration with a certification body
  • How to utilize the set of Generic ISO 20 000-1 Service Management Templates with instructions and examples

Benefits

  • 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 and certification audits as well as advising on the implementation of continual improvement processes.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • The entire standard is covered with examples of means of implementation per sub clause to grasp the means an IT-SM (Information Technology- Service Management).

Certification

All delegates who successfully pass the assessment over 60% will be issued with a certificate of competence. If you receive lower than 60% a certificate of attendance will be issued.

Assessment

An Assessment at the end of the course will be required. A minimum of 60% is to be achieved to attain a Competence Certificate. If you achieve lower than 60% but get between 40 – 59% a second attempt will become available. If you get lower than 40% and fail the second attempt you will need to re-purchase the course. An attendance certificate is awarded to you regardless of a pass or fail.

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