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ISO 20000 Foundation Training Course


Course Overview

This 1or 2-days training course introduces the ISO/IEC 20000-1:2005 standard. This training provides delegates with a good understanding of Quality Management, within the context of ISO/IEC 20000, the International Standard for IT Service Management more commonly known as ISO20000.
The course work involves lectures, discussions, role-play, individual and group exercises to get you started with understanding the ISO/IEC 20000-1:2005 standard.

Course Objective

The course helps you achieve a basic knowledge of IT Service Management best practices and the common terminology. To provide an understanding of the principles of Service Quality Management
ISO/IEC 20000-1:2005 is the world's first standard for IT service management. The standard specifies a set of inter-related management processes, and is based heavily upon the IT Infrastructure Library (ITIL) best practice processes. However, the standard presents the information differently and has additional processes incorporated than ITIL Service Management. ISO/IEC 20000-1:2005 is published in 2 parts, a Specification and a Code of Practice,

Course Benefits

A combination of tutorials, syndicate exercises helps you cover the following topics:

  • Business drivers for better IT service management
  • Overview of the IT service management processes
  • Benefits of IT Service Management
  • Who will benefit from ISO/IEC 20000-1:2005
  • Introduction to the ISO/IEC 20000-1:2005 series
  • The ISO/IEC 20000-1:2005 process framework
  • The ISO/IEC 20000-1:2005 management system
  • ISO/IEC 20000-1:2005 Implementation Roadmap