ISO/IEC 20000 Foundation Factsheet

ITIL v2 Practitioner

Plan & Improve

ISO/IEC20000

for Auditors

ITIL v2 Practitioner

Release & Control

ISO/IEC

20000

ISO/IEC20000

for Consultants

ITIL v2 Service ManagerISO/IEC20000

Foundation

edition2011

ISO/IEC 20000 FoundationIncluding optional exam

Certificate:

ISO/IEC 20000 Foundation

Duration:

2 days

Course Delivery:

Classroom or Virtual Classroom

Languages:

English

Reference Materials:

Additional reference materials are not required for this course.

About the Examination:

The exam is closed book with forty (40) multiple choice questions. The pass score

is 65% (26 out of 40 questions). The exam lasts 60 minutes. The exam can be taken

Paper based.

Prerequisites:

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Credits:Upon successfully achieving the ISO/IEC 20000 Foundation certificate, the

student will be recognized with 1 credit of the 6 complementary credits available to put towards the ITIL Expert certification.

Project Management Institute –Professional Development Units (PDUs) = 14

Target Audience:Staff working within an IT service

provider organization who require a basic understanding of the standard, Staff

working within service providers who are already certified to ISO/IEC 20000 or those

considering its implementation.

Introduction:Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place.

Based on processes, ISO/IEC20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS.

The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.

ISO/IEC20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard.

Course Description:This course provides a basic insight in the specifications and code of practice for ISO/IEC20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005).

Some of the main differences are as follows:

• closer alignment to ISO 9001

• closer alignment to ISO/IEC 27001

• change of terminology to reflect international usage

• clarification of the requirements for the governance of processes operated by other parties

• clarification of the requirements for defining the scope of the SMS

• clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services

• introduction of new requirements for the design and transition of new or changed services

Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification.

KEDAR Information Technologies, Inc.

w w w . K E D A R i t . c o m

Course and Learning Objectives:At the end of this course the student will be able to understand the scope, objectives and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process.

Specifically, the student will understand:

• The background to ISO/IEC 20000

• The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used

• The key terms and definitions used

• The fundamental requirements for an SMS and the need for continual improvement

• The processes, their objectives and high level requirements in a typical IT service provider scenario

• Applicability and scope definition requirements

• The purpose of internal and external audits, their operation and the associated terminology.

• The operation of the APMG Certification Scheme

• The relationship with best practices and related standards

Course Approach:Participants will learn the principles and core elements of the ISO/IEC 20000 standard for IT Service Management. An interactive approach is used combining lecture, discussion and handouts to prepare participants for the ISO/IEC 20000 Foundation certification exam.

Course Student Material:Students will receive a ISO/IEC 20000 Foundation classroom workbook containing all of the presentation materials, course notes and sample exams.

Service Management System General Requirements

Service Management System

Design and Transition of New or Changed Services

Service Delivery Processes

Relationship ProcessesResolution Processes• Business Relationship

Management• Supplier Management

• Incident and Service Request Management

• Problem Management

Control Processes• Configuration Management

• Change Management• Release and Deployment

Management

• Management Responsibilities• Establish the SMS

• Governance of processes operated by other parties

• Documentation Management• Resource Management

• Capacity Management,• Service Continuity and

Availability Management

• Information Security Management

• Budgeting & Accounting for Services

• Service Level Management

• Service Reporting

About KEDARit: KEDARit is a premier training organization that offers a full range of IT best practice training courses designed to meet the needs of business and technology leaders responsible for IT Service Management. We have trained over 6000 IT Professionals over the last 10 years and our courses and workshops are designed by business and technology management professionals with many years of proven, operational experience, and certifications in their respective fields.

The key to success for our clients in today’s complex business and IT environment is the ability to:

• Reduce cost,• Improve delivery of IT services,• Scale spending to meet business

objectives, and• Achieve greater proactive problem

management and resolution.

Courses are offered either through scheduled public open-enrollment dates and cities, or through personalized on-site course delivery. Personalized on-site course delivery is for companies that want to have our instructors apply lecture materials to their unique business challenges, so their leaders can focus on solutions and consensus about solutions during the course.

Our instructor staff delivers the highest quality training materials and instruction available. The situation-based format enhances learning and allows attendees to effectively apply their knowledge to the materials.

Our KEDARit Solutions “KITS” enable clients to achieve and sustain greater lean business and technology management.

© Copyright 2012 by KEDAR Information Technologies, Inc. All rights reserved.R.E.P.® is a registered service and membership mark of Project Management Institute, Inc.

PMI® is a registered trade and service mark of Project Management Institute, Inc.

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively

while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program

based on your organization’s needs. To inquire about fees and your delivery options please email us at

registrar@KEDARit.com or call us at 1-972-317-3577