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.
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.
