ISO/IEC 20000 Practitioners

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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.

  • Introduction
  • 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
  • Examination




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