This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification. The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme. Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.
Participants attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.
3 Days/Lecture & Lab
This course is designed for internal auditors involved in preparing an organization for ISO/IEC 20000.
- Overview of ISO/IEC 20000
- Overall Management Requirements
- Group Assignment 1
- Service Delivery Processes
- Multiple-Choice Sample Paper 1
- Review Paper 1
- Review Paper 2
- Relationship Processes
- Resolution Processes
- Control Processes – Configuration Management
- Control Processes – Change Management
- Release Process
- Planning and implementation
- Review Paper 2
- Scoping and Eligibility: Group Assignment 2
- Mock Examination (Written)
- Mock Examination Review
- Course Summary and Evaluation