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ISO/IEC 20000 Foundations


Certifications:	ISO/IEC 20000 Foundation


Duration (days):	2


Delivery Method:	Instructor-Led

Credits:


Course Description:
This course provides knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. Candidates are made aware of the contents of the ISO/IEC 20000 standard, its practice-oriented implementation in the form of a management system, including the relationship with other relevant standards, and the best practices, methods and frameworks associated therewith.

Target Audience:

•All individuals at all levels involved in IT Service Management
•End user organizations who wish to understand how the standard can be used to assure a customer focused approach from their service providers


Learning Objectives:
The course covers : •Understanding the definitions and principles of service quality management •Understanding the position of ISO/IEC 20000 in IT Service Management •Exploring the profile of an ISO/IEC 20000 certified service provider ◦Management and Improvement of IT Service Management Processes (Management Responsibility, Document Management, Competence/Awareness/Training of People and Planning & Implementing Service Management – Plan, Do, Check, Act continual improvement) ◦Control of IT services (Change, Configuration, Release Management and Planning & Implementing New or Changed Service) ◦Alignment of IT services (Business Relationship and Supplier Management, Service Level Management and Service Reporting) ◦Delivery of IT services (Capacity, Availability, Service Continuity, Budgeting & Accounting, Information Security Management) ◦Support of IT services (Incident and Problem Management)


Pre-requisites:
No formal requirements, however, it is recommended that candidates should have knowledge on IT service management.

Examination:

Time allotted for examination: 60 minutes
Examination type: Computer-based or paper-based multiple-choice
Number of questions: 40
Pass mark: 65 % (26 out of 40)
Open book: no
Electronic equipment permitted: no
Exam Requirements:
• Understanding the definitions and principles of service quality managemen 15%
• Understanding the position of ISO/IEC 20000 in IT Service Management 20%
• The quality specifications for IT Service Management 35%
• The code of practice for IT Service Management 30%

Minimum / Maximum Number of Course Participants

4/12

Course Schedule:

Start-End Dates	Location
Oct 25, 2010 - Oct 25, 2010	Cairo