ISO/IEC 20000 Foundation Course

For organizations not immediately seeking ISO/IEC 20000 certification, the training provides an international standard of best practices against which to benchmark your current Service Quality Management programs.

Some of the biggest challenges faced when implementing Service Management are:
- Obtaining the attention and commitment of senior management
- Ensuring acceptance and adoption of managed change

These hurdles may be overcome more quickly by using this standard to benchmark capability of delivering managed services, measure service levels and assess performance.

For companies actively seeking ISO/IEC 20000 Certification as a competitive advantage, Foundation training helps accelerate the audit process by partially meeting the standards, competency, awareness and training requirements.

This course is designed for individuals who are IT Service Management staff of internal and/or external IT service providers with an interest in service quality management and ISO/IEC 20000. For organizations considering outsourcing, this class provides insight into what can be expected of their service providers.

The Foundation certificate will provide a firm basis for professionals working in (or toward) an ISO/IEC 20000 certified organization.

Upon completion of this course, the participant will be able to identify:

> Fundamentals of Quality Management Systems
> What is ISO/IEC 20000? What Types of Organizations Seek Certification?
> ISO/IEC 20000: Part 1 The requirements to Meet the Standard (shalls)
> ISO/IEC 20000: Part 2 Service Management Best Practices (shoulds)

The ISO/IEC 20000 content is accredited by EXIN, the Examination Institute for Information Science, a global, independent IT examination provider. The ISO/IEC 20000 program comprises of a Foundation Level, a Professional Level, an IT Management Track and an IT Auditing Track.

EXIN Certification -
Learners will be equipped to earn their ISO/IEC 20000 Foundation certification on the final day of class by achieving a passing score on a 60 minute, 40 question exam. This is the first step in a multi-tiered scheme leading to either Senior ISO/IEC 20000 Consultant or Senior ISO/IEC 20000 Auditor certification.

The ITIL Foundation Certification is preferred.

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