ISO/IEC 2000 Consultant Training

Course: ISOCONS

Duration: 3 Days

Level: II

Course Summary

This 3 day instructor led course covers all aspects of the ISO/ IEC 20000 specification and code of practices with a focus on actual implementation and steps required for qualification according to and achievement of an ISO/IEC 20000 certification. This course qualified individuals to complete the ITSMF and/or Exin ISO/IEC 20000 consultant certification exams.

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Topics Covered In This Course

Introduction

ISO/IEC 20000 Certification
ITSM, ITIL, and ISO/IEC 20000
ISO/IEC 20000 History
Benefits, risks, and costs of ISO/IEC 20000 certification

ISO/IEC 20000 Certification Details

Certification Requirements
Registered Certification Bodies (RCB)
Engaging an RCB

ISO/IEC 20000 Specification

Structure
Syntax
Key Sections
Terms and Definitions
The Management System
Planning and Implementing Service Management
Planning and Implementing New or Changed Services

ISO/IEC 20000 Specification – Service Delivery Processes

Service Level Management
Service Reporting
Service Continuity and Availability Management
Budgeting and Accounting for IT Services
Capacity Management
Information Security Management

ISO/IEC 20000 Specification – Relationship Processes

Business Relationship Management
Supplier Management

ISO/IEC 20000 Specification – Resolution Processes

Incident Management
Problem Management

ISO/IEC 20000 Specification – Control Processes

Configuration Management
Change Management

ISO/IEC 20000 Specification – Release Processes

Release Management

ISO/IEC 20000 Code of Practice

Contents
Part 2 Details
Specification vs. Code of Practice Comparison

Achieving ISO/IEC 20000 Certification

Assessment
Commitment and Awareness
Program Planning
Measurements and Metrics
Costs, Risks, and Benefits
Implementation Tasks

Preparing for ISO/IEC 20000 Audit and Assessment

Adopting an RCB
Develop the scope
Pre-assessment
Develop plan
Independent Assessments
Service Improvement Plan
Stage 1 Audit
Stage 2 Audit
Certification Details

Conducting Successful Assessments

Techniques
Planning
Interview Activities

Certification Exam Skills

Question Types
Multiple Choice Practice
Essay Practice

What You Can Expect

Upon completion of this course, students will:

Develop an understanding of the ISO/IEC 20000 specification
Demonstrate how to achieve aspects of the ISO/IEC 20000 specification
Develop an understanding of the ISO/IEC 20000 code of practice
Demonstrate application of information from the ISO/IEC 20000 code of practice
Apply the ISO/IEC 20000 specification to a case study
Learn the steps necessary to prepare for ISO/IEC 20000 certification
Learn how the ISO/IEC 20000 audit stages and how to prepare for audits
Qualify themselves to take the ISO/IEC 20000 Consultant certification exams

Who Should Take This Course

This course is intended for individuals that are involved in active ISO/IEC 20000 implementation programs or others responsible for maintaining an ISO/IEC 20000 certification.

Recommended Prerequisites

Participants must hold a valid ITIL v2.0 Foundation certification.

Training Style

Instructor led lecture and case study focused group activities.

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Every student attending a Verhoef Training class will receive a certificate good for $100 toward their next public class taken within a year.

You can also buy "Verhoef Vouchers" to get a discounted rate for a single student in any of our public or web-based classes. Contact your account manager or our sales office for details.

Schedule For This Course
There are currently no public sessions scheduled for this course. We can schedule a private class for your organization just a couple of weeks from now. Or we can let you know the next time we do schedule a public session.

Notify me the next time this course is confirmed!

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