ISO 20000 Implementation and Consultant Certification Course

 

ISO/IEC 20000

Published by the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC), ISO/IEC 20000 is the first worldwide quality standard specifically aimed at IT support and maintenance organizations. It describes an integrated set of processes and management approach for the effective delivery of IT services to the internal or external customer.  ISO/IEC20000 is basically a marriage between two best practices: ISO9000 and ITIL®. The main difference between ITIL and ISO/IEC20000 is the possibility of certification by an independent auditor.

Course Approach

The 3-day ISO/IEC20000 Implementation course offers a unique series of focused sessions where participants are educated on the full potential of ISO/IEC20000. The course provides experience-based guidelines and concepts regarding implementing ISO/IEC20000, with special emphasis on the ‘soft’ aspects of changing an organization. This, undoubtedly, will allow for the development of essential skills to support the decision making process and, allow for the drawing up of detailed implementation approach for the participants organization.

Day 1

· Theory: What is ISO/IEC20000 and how it can solve specific business challenges.

· Theory: Explain the individual of both part one and two of the standard, its requirements and how these requirements can be met and audited on.

· Practical: Introduction to case study.

Day 2

· Practical: Exercise based on the case study highlighting the key issues and improvement areas.

· Theory: Guidelines on executing a successful ISO/IEC20000 implementation project (hard aspects).

· Practical: Exercise-based on the case study with emphasis on the ‘hard’ aspects.

· Theory: Guidelines on executing a successful ISO/IEC20000 implementation project (soft aspects).

Day 3

· Practical: Exercise-based case study with emphasis on the soft aspects.

· Theory: Auditing and certification on ISO/IEC20000.

· Theory: Managing your interfaces with development, suppliers and customers.

· Practical: Mapping theory to the participants’ organizations and tackling specific issues.

· Multiple choice exam followed by a written exam.

Objectives

Both through lecture and hands-on exercises the participants will experience how to:

· Understand the ISO/IEC20000 framework, its processes and requirements.

· Gain insight in executing a successful ISO/IEC20000 implementation, covering both the ‘hard’ and ‘soft’ aspects.

· Ensure participants how to pass the itSMF exam and obtain the itSMF’s ISO/IEC20000 Consultant Certificate.

· Understand the potential contributions of the ISO/IEC20000 i.e.  increased manageability of an organization’s service, infrastructure and applications.

Duration

The ISO/IEC20000 Implementation Course takes three days and combines theoretical sessions with practical hands-on exercises (approximately 30% of the time)

Target Audience

This ISO/IEC20000 Implementation Course is developed for organization with employee involved in implementing the ISO/IEC20000 framework, ITIL or ISO9000 within an IT environment. They are expected to have detailed knowledge of ITIL, project and change management.

Prerequisites

  • Certified at ITIL Foundation level
  • Attended ISO 20000 Auditor Course
  • Have experience in projects, managerial or management of change.

Certification

This course prepares the participant for the official itSMF exam and obtain the itSMF’s ISO/IEC20000 Consultant Certificate.

Curriculum

· Key concepts of ISO/IEC20000

· Practical implementation issues

· Case study based exercises

· Exam preparation

· ISO/IEC20000 Consultant Certificate

 

Schedules & Fess

Course Code: ISO20kL-0612

Schedule Date: 27th - 29th June 2012 (Wed - Fri)

Schedule Time: 9:30 am - 5:00 pm

Duration: 3 days

Fees: HK$12800 (include an examination)

Early bird: HK$9800 for enrolment and payment made before 13th June 2012

 

Course Code: ISO20kL-0613

Schedule Date: 11th - 13th July 2012 (Wed - Fri)

Schedule Time: 9:30 am - 5:00 pm

Duration: 3 days

Fees: HK$12800 (include an examination)

Early bird: HK$9800 for enrolment and payment made before 27th June 2012


Course Duration
3 days

Application & Enrolment

Please contact Mr Cheng at:

Hong Kong Telephone: (852) 2206-9011
Macau Telephone: (853) 6636-9010
Mainland China Telephone: (86)1326 6941 519 This e-mail address is being protected from spambots. You need JavaScript enabled to view it.
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it. This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

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