ISO/IEC 20000-1:2011 Foundation
Delivery Method: Onsite
This three-day foundation course is the entry level of the ISO/IEC 20000 certification scheme. Candidates will be taken from foundational understanding through to getting a practical appreciation of how to the ISO/IEC20000 standard should apply to business issues and promote better alignment with organisational objectives. Delegates will prepare for and sit the forty question, sixty minute multiple-choice examination.
The course consists of short lectures, exercises, discussions, examination technique training, mock examinations and culminates in an invigilated examination on the final day. All APMG ISO/IEC 20000 qualification levels are recognized as complementary to the official ITIL qualification scheme. Successful candidates are awarded credits towards the ITIL Expert Qualification.
Why ISO/IEC 2000
ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. The standard is based on the ITIL® best practice framework for IT Service Management.
Originally released in 2005 as the first worldwide standard specifically aimed at IT Service Management, it quickly became a competitive differentiator for organisations delivering IT services and has subsequently strengthened with the recent release of an updated version in 2011. ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements.
The purpose of the foundation level is to confirm that the candidate has a good, basic knowledge of the contents and requirements of the ISO/IEC 20000 standard and understands how the standard operates in a typical IT service provider organisation.
On completion of this foundation course, the candidate should understand the scope, objectives, key terminology and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organisation, together with the main elements of the certification process. Specifically, the candidate should understand:
- The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
- The key terms and definitions used
- The fundamental requirements for an SMS and the need for continual improvement
- The processes, their objectives and high level requirements
- Understand, explain and advise regarding applicability and scope definition
- Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL, and related standards, ISO 9001 and ISO/IEC 27001The purpose of internal and external audits, their operation and the associated terminology
- The operation of the APMG certification scheme
- The relationship with best practices, ITIL, and related standards, ISO 9001 and ISO/IEC 27001
ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. Activities using resources are managed in order to enable the transformation of inputs into outputs and can be considered as a process.
The ISO/IEC 20000-1:2011 Foundation would suit candidates working in the following professions or areas:
- Both IT and business people will benefit from this course
- Those requiring a basic understanding of the IT Service Management
- IT professionals or others working within an organization that is aligned or planning to be aligned with the ISO/IEC 20000 suite of standards
- Anyone involved in or contributing to an on-going service improvement program