ISO/IEC 20000 Foundation

Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO/IEC20000 is an internationally recognized standard for IT Service Management. ISO/IEC20000-1 (Part 1) is the formal specification which defines the requirements that must be achieved. ISO/IEC20000-2 (Part 2) describes a code of practice. ISO/IEC20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard. This course provides a basic insight in the specifications and code of practice for ISO/IEC20000.

Target Group

The ISO/IEC20000 Foundations (training) is suitable for a broad audience:

o All members of IT Service providers (both internal and external) that have an interest or play a role in ISO/IEC 20000, regardless of certification of the organization.
o Members of organizations that request their service provider to be ISO/IEC20000 certified.
o People that want to understand the quality principle in managing IT Services from the user perspective.
o The Foundation Certificate is the prerequisite for the other qualifications in the ISO/IEC20000 scheme.

Learning Objectives

o Recognize and understand the key concepts of ISO/IEC20000.
o Understand the working of the ISO/IEC20000 standard and the potential contribution to the IT organization.
o Get insight in implementing ISO/IEC20000 and its challenges.
o Understand the auditing and certification process on the ISO/IEC20000.

Prerequisite Entry Criteria

o None
o ITIL V3 Foundation is preferred.