Course Overview

ISO/IEC 20000-1:2011 Foundation Course is designed for individuals who wish to gain comprehensive knowledge on what Information Technology Service Management System has to offer and the requirements of ISO/IEC 20000-1:2011

Benefits of ISO/IEC 20000-1 Standard

• Continuous improvement of service quality, including stability and cooperation, resulting in more customer confidence in the service provider and IT
• Focused services through alignment with the enterprise strategy
• Insight into IT performance that is confirmed by an independent source and may serve as a basis for marketing and selling services
• Improved understanding by all process participants for defining objectives, responsibilities and roles
  • Assist in identifying service improvement opportunities
  • Achieve international best practice standards of IT service management
  • Develop IT services that are driven by and support business objectives
  • Integrate people, processes and technology to support business goals
  • Put in place controls to measure and maintain consistent levels of service
  • ISO/IEC 20000 is compatible with ITIL to support continual improvement
  • Cover compliance requirements and show proof of adherence

Learning Objectives

• Understand the purpose of the ISO 20000 series of standards
• Understand IT service management definitions, concepts, and guidelines
• Understand the process approach
• Understand the Role of Service Management Processes
• Understand the Individual Requirements of ISO/IEC 20000-1:2011 and how they apply to IT Service Management Systems
• Learn Basic ISO/IEC 20000-1:2011 Implementation Steps
• Understand the ISO/IEC 20000-1:2011 Certification Scheme
• Recognize the role of management
• Recognize the benefits of information security management system
• Gain an introduction to the implementation model and the process for certifying information security management system

Training Approach

Accelerated learning is the most advanced teaching and learning method available today. Itʼs a total system of enhancing and speeding up both the design and learning process. What makes accelerated learning so effective is that itʼs based on the way we naturally learn. It does this by actively involving the whole person, using physical activity, creativity, collaboration among learners, variety that appeals to all learning styles, contextual learning with real-world immersion, the creation of a positive physical, emotional, and social environment and other methods designed to get people deeply involved in their own learning.

Course Evaluation

The delegate is assessed based on participation and performance throughout the duration of the course. This includes all exercises, workshops / role plays, case studies and all other activities during the course. Please note that full attendance is required during the training course.

Course Pre-Requisites

This course is suitable for those new to IT service management system with no prior knowledge requirement.

Who should attend

Any individual requiring a working knowledge and understanding of the ISO/IEC 20000-1 standard