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Fact Sheet
3 Days/Classroom Workshop/Course Code: ISO1024


ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It proposes a process approach to IT Service Management within an overall Plan-Do-Check-Act (PDCA) cycle. This approach enables IT organizations to establish IT Service Management processes to deliver managed services in a systematic and controlled manner and to enhance the quality of IT services to customers.

ISO/IEC 20000 is aligned with and complementary to the process approach defined in IT Infrastructure Library (ITIL®) from the Office of Government Commerce (OGC).

ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.


Course Description
This interactive workshop, leading to the ISO/IEC 20000 Consultants 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 consultants 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 consultants 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 (proof of certification needs to be
   provided before candidates attend this 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 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.

Audience
The COBIT® Foundation course and the COBIT® Foundation exam are equally applicable to IT auditors, IT managers, IT quality professionals, IT leadership, IT developers, and process practitioners and managers in IT service providing firms. Anyone interested in learning more about COBIT will find value in the COBIT Foundation course and the COBIT Foundation exam.

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

Course Organizational Logistics
·  Up to 16 participants can be accommodated per class.
·  The Consultants exam consists of a written essay test and a multiple choice exam.
·  Delegates whose first language is not English and who are taking the Consultants exam can receive a 15-minute extension
   to their exam, if requested. A dictionary can also be used, but it should not be an electronic one.