Description
This training allows you to understand the concepts, definitions and context of the ISO 20000 standard. You will acquire fundamental knowledge of the Service Management System and you will pass the ISO 20000 Foundation certification exam.
Who is this training for ?
For whom ?
Any person working within an organization providing IS services and needing knowledge of the ISO 20000 standard.
Prerequisites
Training objectives
Training program
- Introduction to the fundamentals of the ISO 20000 standard
- Service definitions, Service Management and Service Management System.
- History of the ISO 20000 standard for IT Service Management.
- The content of ISO 20000 .
- Link and differences from
- Continuous improvement and PDCA.
- The different levels of ISO 20000 certification.
- Collective reflection.
- General requirements of a Service Management System
- Management responsibilities.
- Process governance.
- Document management.
- Resource management.
- The PDCA integrated into the Service Management System.
- The scope of applicability of the ISO 20000 standard
- Presentation of the ISO 20000 part 3 standard linked to the scope of application.
- Define the scope of applicability.
- Good practices.
- How to take suppliers into account within the scope of applicability of ISO 20000?.
- Certification of organizations
- Why get ISO 20000 certified? Complementarity with ISO 9001.
- The certification audit.
- Types and principles of audit.
- The certification process of organizations.