Name: ISO 20000 Certification Course Training in Ahmedabad, India
Item: ISO 20000 Certification Course Training in Ahmedabad, India
Rating: 4.4
Author: Nathaniel Sherman

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Description

Regd. Education Provider

The adoption of ISO 20000, the globally accepted standard for defining IT service management systems, enables organizations to control risks and achieve business benefits. There is therefore a high demand for professionals qualified in and capable of implementing the ISO 20000, processes of which allows for greater efficiency, continual improvement and helps providers deliver quality services to their customers.

KnowledgeHut helps you prepare for the ISO 20000 Foundation certification provided by PEOPLECERT where candidates will be introduced to the principles and core elements of the ISO/IEC 20000 standard for IT Service Management. With comprehensive courseware, in-depth exercises, and training from experienced professionals, participants can aim for a first time clearance of the examination and apply the ISO 20000 standard for organizational excellence.

What you will learn:

As this is the Foundation level course, candidates will be introduced to the principles and core elements of the ISO/IEC 20000 standard for IT Service Management, and more specifically:

ISO/IEC 20000-1: the formal specification which defines the requirements that must be achieved.
ISO/IEC 20000-2: which describes a code of practice
ISO/IEC 20000-3: ISO/IEC 20000-3: which provides guidance on scope definition and applicability of ISO/IEC 20000-1

Holders of PEOPLCERT’s ISO 20000 IT Service Management Foundation Certification will be able to demonstrate their knowledge, ability, competence and understanding in:

Definitions and principles of quality management services in accordance with ISO/IEC 20000
Positioning of ISO/IEC 20000 in the IT service management including its relationship with other standards and best practices.
Objectives and requirements in each section of the specification.
Scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice.
Processes and objectives of ISO/IEC 20000 and IT service management (ITSM).
Fundamental requirements for a service management system (SMS).
Purpose of internal and external audits, their operation and associated terminology.
Eligibility and scoping statement requirements.
Requirements of the IT service management system and the Plan, Do, Check, Act cycle.
How assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.

You will also get:

16 hours training
Downloadable courseware
ISO 20000 exam voucher
End-to-end support via phone, email and chat

Key Features

KnowledgeHut is an Accredited Training Organization of Peoplecert

Interactive workshop that will help you aim for the ISO 20000 issued by Peoplecert

Course fee inclusive of exam fee

Master the ITSM principles and core elements of the ISO 20000 standard

Get full support for the ISO exam

Get courseware in downloadable format

Certification

Prerequisites:

There are no prerequisites for attending this workshop or the exam. But it is recommended that participants have at least a basic knowledge of IT service management concepts and terminology and have undergone some formal training on the subject with a proposed duration of 16 hours.

Certification:

Passing the ISO 20000 exam will get candidates the certification. The Foundation Certification Exam focuses on Knowledge and Comprehension categories of the Blooms Taxonomy.

The Exam:

Delivery	Computer (web) or Paper based
Type	40 Multiple choice questions Single answer, one of four possible answers Each question is awarded one (1) mark
Duration	1 hour (60 minutes) For non-native speakers or candidates with a disability, an additional 15 minutes of extra time is allowed.
Pass Mark	65% (26/40)
Invigilator / Supervisor / Proctor	Yes Physical or Web proctoring
Open Book	No No materials are allowed in the examination room
Prerequisites	None
Distinction	N/A
Certification validity	N/A

Refer the following link for more information:

https://www.peoplecert.org/

Curriculum

Download Brochure

Agenda

1. Introduction

>Recognize industry standards/best practices in Service Management and Quality management systems, such as: ITIL^®, SixSigma^®, COBIT, ISO/IEC 9000, ISO/IEC 27001

>Differences and relationships between ITIL^® and ISO/IEC 20000

2. Service Management Systems

>Management’s responsibilities
>Governance
>Documentation Management
>Resource Management
>Establish and improve SMS: requirements, planning, implementing, monitoring, maintaining.

3. Information Security Management

>Introduction to Information Security Management
>Security policy requirements
>Importance of security’s part in the control processes: change and release and deployment management
>Purpose of security control
>Access management for physical and intellectual property

4. Design and Transition of Services (new or changed)

>Introduction to Processes
>Service Level Management (SLM): concepts and responsibilities
>Requirements for continuity and availability management
>Activities related to monitoring and managing availability
>Budgeting and Accounting
>Financial management
>Capacity management

5. Relationship processes

>Business Relationship Management (BRM):

• Documenting and interfacing with relevant parties
• Communication with the customer
• Customer complaint procedures
• Managing service review meetings

>Supplier management:

• Managing contracts and performance
• Roles and relationships with suppliers
• Communication with the suppliers
• Managing disputes

6. Resolution processes

>Incident and service request management: restoration of service to the users, handling breaches of service targets, managing the fulfillment of service requests
>Problem management: procedures and activities, management of known errors

7. Control processes

>Configuration management: Scope and information requirements, control of information on CIs
>Change management: change process, emergency change process, schedule of changes
>Release and deployment management: requirements of a release plan, designing and implementing a release

8. Management system auditing

>Defining the scope
>Scope clauses
>Types of audits and assessments
>Roles and responsibilities
>Coverage and governance of the processes
>Internal audit
>Standard application

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