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ISO/IEC 20000 for Consultants & Auditors


Certifications:	ISO/IEC 20000 for Consultants / ISO/IEC 20000 for Auditors


Duration (days):	4


Delivery Method:	Classroom WorkShop

Credits:


Course Description:
ISO/IEC 20000 for Consultants & Auditors is an intensive case study oriented 4 day combined workshop targetted for those who want to achieve ISO/IEC 20000 knowledge and certification for both Consultants and Auditors (2 in 1). The workshop is designed to provide a basic level of knowledge in the ISO/IEC 20000 IT Service Management standard and its application. It is aimed at practicing IT consultants who wish to assist organizations to prepare for certification under the itSMF's ISO/IEC 20000 certification scheme. It is also aimed at practising IT auditors who wish to conduct either internal ISO/IEC 20000 audits or external certification audits for accredited Registered Certified Bodies (RCBs). Practical examples and real life case studies are used to guide you through the implementation route and prepare for the audit. Two separate exams for ISO/IEC 20000 for both Consultants and Auditors will be conducted at the end of the training.

Target Audience:

IT consultants, Quality consultants, IT service providers, IT service managers, and IT internal and external IT Auditors involved in the implementation/Audit of ISO/IEC 20000.


Learning Objectives:
At the end of this course, you will be able to: • Identify the objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000. • Identify the core processes of the ISO/IEC 20000 standard. • Describe the key activities and requirements of each process involved. • Identify the requirements of the overall Service Management system and plan. • Describe the key principles of best practices, as defined in Part 2 of ISO/IEC 20000 • Prepare and implement plans and improvement projects for achieving ISO/IEC 20000 certification • Understand what is required for a ISO/IEC 20000 Audit. • Understand the role of audit in setting up and continuous audit.


Pre-requisites:
The training courses are suitable for process practitioners, project managers, internal and external auditors, or consultants who meet the following minimum criteria: • Holder of the ITIL Service Management Foundation Certificate in IT Service Management • Meets at least one of the following two criteria: o Is an IT practitioner or manager with at least five years' general IT experience and has at least three year’s experience in an IT Service Management environment either as a practitioner, supervisor or manager. o Is a Service Management consultant with at least five years general IT experience and has at least three year’s experience in Service Management processes or projects, and is able to communicate effectively with managers, subordinates, colleagues, users and customers. • Candidate requires to be a certified ISO 9000, BS 7799 or Tickit auditor, or be an IT auditor with a minimum of 3 years work experience. Although it is not a prerequisite, candidates who hold an ITIL Service Management Managers certificate will be at an advantage.

Examination:

- ItSMF ISO/IEC 20000 for Consultants Exam
- ItSMF ISO/IEC 20000 for Auditors Exam

Minimum / Maximum Number of Course Participants

4/12

Course Schedule:

Start-End Dates	Location
Nov 01, 2010 - Nov 04, 2010	Cairo