ISO/IEC 20000 Foundation
Basic IT service management with ISO/IEC 20000 certification.
Audience
The course is aimed at people who want basic knowledge of service/service management based on international standards. It is suitable for IT service managers, consultants, employees in operations and service delivery, members of teams implementing or operating IT services, as well as anyone who wants to understand the requirements and frameworks of ISO/IEC 20000 in order to contribute to the implementation or follow-up of service management.
Learning objectives
Participants will learn the basic concepts and principles of service management, gain familiarity with the requirements of ISO/IEC 20000‑1 for a Service Management System (SMS), and understand how an organization can structure its processes to meet these requirements. The course provides an overview of requirements for organizational context, management commitment, planning, resources, service delivery, control and delivery activities, measurement, evaluation, and continuous improvement.
After completing the course you will be able to
- Explain basic concepts and definitions for service management and SMS based on ISO/IEC 20000-1
- Recognize and describe the requirements of ISO/IEC 20000-1 for the design, implementation and management of an SMS
- Understand how organizational context, management and resources affect service management
- Identify and describe the core processes of an SMS: service delivery, supplier management, change, continuous improvement, etc.
- Assess how an organization can adapt its processes to meet the requirements of the standard
- Contribute to implementation or operation of service management system with structure and awareness of requirements
See accompanying documents and guidance for this course at this page. Please contact us if you have any other questions.
Read more about the course at PECB website, or download updated brochure for this course here.
PECB courses are conducted in PECB's own learning portal, with presentations, materials for self-study as well as video where available. After payment, you sign up for the course, and receive an email from PECB with registration link, normally within 24 hours of booking.
The price for courses (self-study and e-learning) includes one year of access. During this period, the examination, one new exam if necessary, as well as the issuance of a certificate are included.
If you choose not to attend courses and only want to take the exam, the exam and certificate must be paid separately. The payment is made directly to the PECB.
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