Foundation

Summary This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

Who should attend?
Members of an IT Service team
IT Professionals wanting to gain a comprehensive knowledge of the main processes of a Service Management System (SMS)
Staff involved in the implementation of the ISO 20000 standard
Technicians involved in operations related to an SMS
Auditors

Learning objectives
To understand the implementation of an IT Service Management System in accordance with ISO 20000
To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
To acquire the necessary expertise to contribute in implementing an IT Service Management System (SMS) as specified in ISO 20000

Course agenda
Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

Introduction to the ISO 20000 family of standards
Introduction to management systems and the process approach
Fundamental principles in IT Service Management
General requirements presentation of ISO/IEC 20000-1:2005 clauses
Implementation phases of the ISO/IEC 20000:2005 framework
Continual improvement of IT management
Conducting an ISO/IEC 20000-1:2005 certification audit
Day 2: Implementing the IT service management processes based on ISO 20000 and Certification Exam

Planning and implementing change management
Supplier management
Relationship management
Problem management
Release management
PECB Certified ISO/IEC 20000 Foundation Exam

Prerequisites
None

Examination and Certification
The "PECB Certified ISO/IEC 20000 Foundation" exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:

Domain 1: Fundamental principles and concepts of IT Service
Domain 2: IT Service Management System (SMS)
The "PECB Certified ISO/IEC 20000 Foundation" exam is available in different languages (the complete list of languages can be found in the examination application form)
Duration: 1 hour
For more information about exam, refer to PECB section on ISO 20000 Foundation Exam
A certificate of PECB Certified ISO/IEC 20000 Foundation will be issued to participants who successfully passed the exam and comply with all the other requirements related to this credential
For more information about ISO 20000 certification and PECB certification process, refer to PECB section on ISO 20000 Foundation

General Information
Certification fees are included in the exam price
A student manual containing over 200 pages of information and practical examples will be distributed to participants
A participant certificate of 14 CPD (Continuing Professional Development) credits will be issued to participants
In case of failure of the exam,participants are allowed to retake the exam for free under certain conditions