ISO/IEC 20000 Foundation Training Course
ISO/IEC 20000 Foundation is an introductory course focused on the basics of the ISO/IEC 20000 standard, which is the international standard for IT Service Management (ITSM). The standard specifies requirements for establishing, implementing, maintaining, and continually improving a Service Management System (SMS).
This instructor-led, live training (online or onsite) is aimed at beginner-level IT professionals and service management practitioners who wish to understand the fundamentals of ISO/IEC 20000, learn how to implement a Service Management System (SMS), and prepare for the ISO/IEC 20000 Foundation certification exam.
By the end of this training, participants will be able to:
- Understand the fundamentals of ISO/IEC 20000.
- Gain knowledge of the requirements for a service management system (SMS).
- Learn how to plan, implement, and maintain an SMS aligned with ISO/IEC 20000 standards.
- Prepare for the ISO/IEC 20000 Foundation certification exam.
Format of the Course
- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.
Course Customization Options
- To request a customized training for this course, please contact us to arrange.
Course Outline
Introduction to ISO/IEC 20000
- Overview of IT Service Management (ITSM)
- Importance and benefits of ISO/IEC 20000
- Structure and components of ISO/IEC 20000
Key Concepts and Principles
- Definitions and terminology
- The service lifecycle approach
- Plan-Do-Check-Act (PDCA) model
Requirements of ISO/IEC 20000
- Service management system (SMS) requirements
- Role of governance in SMS
Implementing the SMS
- Establishing the scope of the SMS
- Planning and implementing service management policies and procedures
Key Processes in ISO/IEC 20000
- Service level management
- Service continuity and availability management
- Incident and problem management
- Change and configuration management
Continual Improvement
- Monitoring, measurement, analysis, and evaluation
- Conducting internal audits and management reviews
Certification Process
- Steps to certification
- Common challenges and tips for preparation
Exam Preparation and Review
- Sample questions and exam strategy
- Review of key points from each module
Summary and Next Steps
Requirements
- Basic understanding of IT service management concepts
Audience
- IT professionals
- Service managers
- Process owners
- Quality managers
- IT auditors
Need help picking the right course?
southafrica@nobleprog.co.za or +27 (0)10 005 5793
ISO/IEC 20000 Foundation Training Course - Enquiry
Testimonials (4)
Theory followed by practical examples and exercices. Job well done!
Vincenzo Delle Donne - Department of National Defence
Course - ISO 37301 Compliance Management System
the expertise & knowledge of the trainer
Erica DeRosa DeRosa - Aecon Group INc.
Course - ISO 37001 Anti-Bribery Management System
I enjoyed the quizzes, and Driton's style of teaching.
Chloe - SEEC MM Ltd.,
Course - ISO 9001 Lead Implementer
With both my 2022 ISO 9001 audit prep-related training & the recently completed ISO 9001 audit prep refresher course; Dereck has helped me significantly with regards to gaining a new & practical perspective of the ISO 9001:2015 clauses & sections & how they apply to our business. Dereck has also helped me with both training courses --- to improve my ISO-related communications both with our company's employees and the external ISO Auditors .
Dana Foster - Corrigan Oil Company
Course - ISO 9001 Foundation
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By the end of this training, participants will be able to:
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By the end of this training, participants will be able to:
- Understand the principles of IT Service Management (ITSM) based on ISO/IEC 20000.
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