Events

Iso03 - ISO 20000 foundation

2490 €

at 13 KM

Training
Business
Cybersecurity
Education
Leadership
Standard
Self-confidence
Public Relations
Information
Organization
Heritage
Management
Security
certification

mon. 8 Mar.

tue. 9 Mar.

wed. 10 Mar.

ISO 20000 is an IT service management standard which aims to certify an organization, a service and / or a geographic scope, and to include it in a continuous improvement loop. It is inspired by ITIL best practices and is aimed at both internal IT service providers (ITD) and external providers (IT services company, outsourcing, outsourcing). ISO 20000 offers a pragmatic approach to align IT departments with business priorities and goals. This certifying training will allow you in particular to understand the ISO 20000 reference framework, its processes, its requirements and its implementation.

Part 1: Introduction to the ISO 20000 standard and certification

Introduction to service quality management
Presentation of the ISO 20000 standard: Origin, relationship with ITIL
Presentation of ISO 20000: Concepts and terminology
Positioning of the ISO 20000 standard compared to other standards: ISO 9000, ITIL, CMMI, CobiT, ISO 27001, Six Sigma
Presentation of ISO 20000 certification: concept, document and certification scheme

Part 2: ISO 20000: requirements and implementation

Requirements of a management system: management requirements, document management and skills management
Service Management Planning and Implementation - PDCA
Planning and implementation of changes or creations of services
The implementation of ISO 20000 in your organization
Preparation for the audit

Part 3: ISO 20000: Process groups

Service provision process

Service level management
Reporting management
Budgeting and accounting for IT services
Capacity management
Management of service continuity and availability
Information security management

Resolution, control and production process

Incident management
Problem management
Configuration management
Change management
Management of releases

Relationship management process

Management of commercial relations
Management of suppliers

Part 4: Revisions and preparation for the exam

Case study
Open questions
Mock exam

Part 5: Exam

EXIN ISO 20000 Foundation
The certification is based on a MCQ exam lasting 1 hour
The exam contains 40 questions. To obtain it, you must answer at least 26 questions correctly