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ISO 20000 Certification Training Course
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ISO 20000 Certification Training Course

Make yourself matter! Get ISO 20000 certified and lead the IT improvement initiative in your organization

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Modes of Delivery

Classroom

Our classroom training provides you the opportunity to interact with instructors face-to-face.

Online Classroom

Collaborative, enriching virtual sessions, led by world class instructors at time slots to suit your convenience.

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:

http://www.peoplecert.org/en/Test-Takers/PEOPLECERT_Certification/PEOPLECERT_Management_Systems_Certification/iso_20000/Pages/ISO_20000_Information_Technology.aspx

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

Our Students

"The course content covered most of the basics and went deeper into details when required. Good hands-on exercises with practical examples."

"Excellent trainer and with confidence I can handle all sorts of PM scenarios and can challenge your mindset. Very good customer service from KnowledgeHut."

"I learned much from this training session, the faculty had good knowledge of the subject matter and provided good learning examples."

"2days PMP training was very good, I got lot of inspiration from this training."

Shreerang Bhawalkar

Shreerang Bhawalkar

ADP Dealer Services
Milind Gawaskar

Milind Gawaskar

Design Managr at NEC
Jan Miko

Jan Miko

Senior Digital Manager
Ada Lee

Ada Lee

Marketing Director

Frequently Asked Questions

This qualification is the first level of the ISO/IEC 20000 certification scheme provided by Peoplecert, and is aimed at anyone working within a service provider organization (internally or externally) who may require to have and demonstrate a solid knowledge and understanding of the ISO/IEC 20000 standard and its content. The certification can also cater for candidates seeking personal certification, also in regards to their knowledge and understanding of the requirements and the content of the standard.

ISO 20000 promotes the adoption of an integrated IT service management process that allows for greater efficiency and continual improvement. Given these benefits, organizations demand certified ISO professionals who have thorough knowledge of its tools and are able to:
• Uphold the principles of proper ethical conduct
• Evaluate objective evidence and determine the effectiveness of ITSM
• Report accurately audit findings
• Manage the audit process
KnowledgeHut’s training helps you prepare for the PEOPLECERT ISO 20000 certification and aim for a first time pass while simultaneously gaining skills to handle on the job challenges.

PEOPLECERT offers several certifications in various areas of Information Technology. In the field of Management Systems, the following certifications are provided:
Business
ISO 9001 Quality Management
ISO 21500 Project Management
Energy & Environment
ISO 14001 Environment Management
ISO 50001 Energy Management
Information Technology
ISO 20000 Information Technology Service Management
ISO 27000 Information Security Management
Food Industry
ISO 22000 Food Safety Management

No, the course fee does not include the examination fee.

The online exam needs to be “booked” from the PEOPLECERT website. Please check the below link for more information.
http://www.peoplecert.org/en/Candidates/Book_an_exam/Pages/Book_your_Online_Proctored_Exam.aspx

The examination will consist of nine (9) sections with the following structure:

Category

Description

Exam (%)

1

ITSMS-6.1 Introduction

7.5%

2

ITSMS-6.2 Service Management Systems (SMS)

25.0%

3

ITSMS-6.3 Information security management

7.5%

4

ITSMS-6.4 Design and Transition of Services (new or changed)

5.0%

5

ITSMS-6.5 Service Delivery processes

20.0%

6

ITSMS-6.6 Relationship processes

10.0%

7

ITSMS-6.7 Resolution processes

10.0%

8

ITSMS-6.8 Control processes

10.0%

9

ITSMS-6.9 Management system auditing

5.0%

Total

100%

Refer the following link for more information: http://www.peoplecert.org/en/Test-Takers/PEOPLECERT_Certification/PEOPLECERT_Management_Systems_Certification/iso_20000/Pages/ISO_20000_Information_Technology.aspx

The tests are derived from a regularly updated question test bank (QTB) based on the test specification detailed below. Questions are used interchangeably among test sets. The overall difficulty level of each test is the same with any other test. A candidate is never assigned the same test in the case of multiple examination attempts.

Any registration cancelled within 48 hours of the initial registration will be refunded in FULL (please note that all cancellations will incur a 5% deduction in the refunded amount due to transactional costs applicable while refunding). Refunds will be processed within 30 days of receipt of written request for refund. Kindly go through our Refund Policy for more details: http://www.knowledgehut.com/refund

Please send in an email to support@knowledgehut.com, and we will answer any queries you may have!

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