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Download Course Overview
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Certifications:
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ISO/IEC 20000 Foundation Bridge |
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Delivery Method:
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Instructor-Led |
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Course Description:
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This course is designed to provide 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. |
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Target Audience:
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The ISO/IEC 20000 Foundation Bridge course is intended for professionals in IT Service Management with solid knowledge and experience within IT Service Management, with a minimum certification level of ITIL® Foundation (V2 and/or V3), who want to focus on or become proficient in IT Service Management according to ISO/IEC 20000. |
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Learning Objectives:
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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.
•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) |
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Pre-requisites:
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To sit the Foundation Bridge in IT Service Management according to ISO/IEC 20000 examination, candidates must hold any ITIL® certificate. |
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Examination:
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Time allotted for examination: 30 minutes
Examination type:Computer-based or paper-based multiple-choice
Number of questions: 20
Exam requirements:
1. Understanding the definitions and principles of service quality management 10%
2. Understanding the position of ISO/IEC 20000 in IT Service Management 40%
3. The quality specifications for IT Service Management 35%
4. The code of practice for IT Service Management 15%
Pass mark: 65% (13 out of 20)
Open book: no
Electronic equipment permitted: no |
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Minimum / Maximum Number of Course Participants
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4/12 |
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Course Schedule:
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| Start-End Dates | Location |
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Oct 27, 2010 - Oct 27, 2010
| Cairo |
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