ISO/IEC 20000 Practitioner

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Workshop Information

Who should do this course

This qualification is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.

Why should do this course

This course provides sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply the gained knowledge to a range of activities that would support organizations in conforming to the requirements of Part 1, and achieving and retaining ISO/IEC 20000 certification. The course covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO IEC 20000-1:2005). Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Practitioner certification test.

Course Objective

At the end of this course the student will be able to understand and be able to analyse and apply the content of ISO/IEC 20000 within currently certified organizations or those wishing to implement an SMS in preparation for initial certification. Specifically, the student will be able to:

Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
Understand, explain and advise on issues regarding applicability, eligibility and scope definition
Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards

Pre-requisite

Students must hold ISO/IEC 20000 Foundation or ITIL Foundation to join the Practitioner exam.

Introduction

  • Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
  • Understand, explain and advise on issues regarding applicability, eligibility and scope definition
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards
  • Overview

  • 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 the ISO 20000 certification audit using the regulations of the APMG Certification Scheme
  • Quiz

  • Advise and assist in ISO/IEC 20000 certification readiness assessments
  • Conclusion

  • It is ISO/IEC 20000 Practitioner course offers a unique series of focused sessions where participants are educated on the full potential of ISO 20000. The course provides experience-based guidelines and concepts regarding implementing ISO 20000, with special emphasis on the ‘soft’ aspects of changing an organization. This, undoubtedly, will allow for the development of essential skills to support the decision making process and, allow for the drawing up of detailed implementation approach for the participants organization.
  • S. No.Name Education Experience


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