Project Description

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

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.

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.

  • Course Outline :

    • Introduction
    • Overview of ISO/IEC 20000
    • Overall Management Requirements
    • Group Assignment 1
    • Service Delivery Processes
    • Service Delivery Processes
    • Multiple-Choice Sample Paper
    • 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
    • Mock Examination
    • Mock Examination Review
    • Course Summary and Evaluation
    • Examination

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