ISO 20000

Requirements for participants (guidance)

IT service management experience. It is desirable to know the foundations of ITIL methodology.

Benefit

This training provides a common understanding of the ISO 20000:2005 standard, which is dedicated to IT service management. Expected to provide the following knowledge:

How to implement and maintain IT service management system, tailored to specific organizational needs.
What is the ISO 20000:2005 standard requirements.
How to prepare your company for certification.

Participants will have the opportunity to ask questions that relate to their own specific situation. They also have the opportunity to review the documents, which are taken from real systems.

In order to make better use of training materials will be used for theoretical training sessions, discussions and workshops fictitious company.

Participants

Internal and external IT service providers, consultants or professionals responsible for IT service management and other professionals associated with the quality of IT service management.

Program

Introduction to ISO 20000 - purpose, mission, benefits the company.
ITIL methodology of key terms.
ISO 20000 model and its relationship with other IT standards.
ISO 20000 vocabulary (terms and definitions), the standard examination.
Service Management System and ISO 20000 standard requirements.
Service Management System and ISO 20000 in planning and implementation.
New or changed service planning and implementation processes.
ISO 20000 - the process oriented management system:
Service delivery process;
- Communication between processes;
- Process identification;
- Process control;
- Version.
ISO 20000 in comparison with other standards (ISO 9001/27000/14000).
Certification to ISO 20000th
ISO 20000 audit procedures.
IT service management system, which is based on ISO 20000, the maintenance and improvement.
Practical exercises.