Versión para impresora

Código:ISO1024
Duración:3 días

Descripción

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination, is designed to provide a basic level of knowledge in the ISO/IEC 20000 IT Service Management standard and its application. It is aimed at practicing IT practitioners who wish to assist organizations to prepare for certification under the itSMF's ISO/IEC 20000 certification scheme.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme. Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the Auditor course. An exam will be conducted at the end of the training.

Prerequisites

The training courses are suitable for process practitioners, project managers, internal auditors, or consultants who meet the following minimum criteria: Holder of the ITIL Service Management Foundation Certificate in IT Service Management (It is the responsibility of the training provider to ensure that the candidates hold this certificate before they take the training course) Meets at least one of the following two criteria: Is an IT practitioner or manager with at least five years' general IT experience and has at least three year’s experience in an IT Service Management environment either as a practitioner, supervisor or manager. Is a Service Management consultant/practitioner with at least five years general IT experience and has at least three year’s experience in Service Management processes or projects, and is able to communicate effectively with managers, subordinates, colleagues, users and customers. Note: Although it is not a prerequisite, candidates who hold an ITIL Service Management Managers certificate will be at an advantage.

Learning Objectives

At the end of the course, participants will be able to:

• Identify the objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000.
• Identify the core processes of the ISO/IEC 20000 standard.
• Describe the key activities and requirements of each process involved.
• Identify the requirements of the overall Service Management system and plan.
• Describe the key principles of best practices, as defined in Part 2 of ISO/IEC 20000.
• Prepare and implement plans and improvement projects for achieving ISO/IEC 20000 certification.

Audience:

IT consultants/practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000

Course Student Material:

Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form. Course materials required for the course and made available by the customer or ITpreneurs partner: ISO/IEC 20000-1:2002 IT Service Management: Specification for Service Management ISO/IEC 20000-2:2003 IT Service Management. Code of Practice for Service Management