ISO/IEC 20000

 

ISO/IEC 20000.

IT Service Management

ISO/IEC 20000 as a framework

Known as the worldwide standard reference point for IT Service Management, ISO/IEC 20000 provides an assessment framework and specification that has been regarded as the globally recognized auditable standard for evaluating IT service management processes. Organizations adopting ISO/IEC 20000 can demonstrate to their users that IT is working according to well tested, quality, processes and procedures.

ISO/IEC 20000 Available Courses

MegaSoft offers a complete portfolio of APMG ISO/IEC 20000 training courses that assist IT Professionals to obtain a basic understanding of the framework, consultants and implementation teams to implement ISO/IEC 20000 in their organization, and internal IT auditors use the standard for assurance activities and offers a base level of understanding to IT and business users.
MegaSoft’ portfolio is aligned with the 2011 version of the ISO/IEC 20000 standard

ISO/IEC 20000 Foundation

ISO/IEC 20000 Foundation with "EXAM GUARANTEED PASS"

Certifications: APMG ISO/IEC 20000 Foundation Duration (days): 2 Delivery Method: Instructor-Led

Course Description:

The Achieving ISO/IEC 20000 Certification training program is an intensive, case-study-oriented workshop that is designed for those involved in the ISO/IEC 20000 implementation process and for those who would like to understand what the implementation encompasses in a better manner. The workshop uses practical examples and real-life case studies to guide participants through the implementation route and prepare for the audit.
ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.
This 3-day course is aimed at those wishing to demonstrate a Foundation-level knowledge concerning ISO/IEC 20000 and its use in a typical IT service provider organization. Candidates do not require any formal knowledge of ITSM. The course is delivered in a way that includes sufficient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organization.
The APMG certification exam, which is a multiple-choice exam, can be conducted at the end of the course.

Target Audience:

This qualification is aimed at staff working within an ITSM service provider organization who require a basic understanding of the standard. It is equally relevant for those working within service providers which are already certified to ISO/IEC 20000, or for those considering its implementation.

Learning Objectives:

The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand: The background to ISO/IEC 20000
  • The scope and purpose of Parts 1, 2 and 3 of ISO/IEC 20000 and how these can be used
  • The terms and definitions used
  • The fundamental requirements for an SMS and the need for continual improvement
  • The processes, their objectives and key requirements in a typical IT service provider scenario
  • Eligibility and scoping requirements
  • he purpose of internal and external audits, their operation and the associated terminology.
  • The operation of the APMG Certification Scheme.

Pre-requisites:

Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third-party auditor or as an internal auditor for an organization. This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.

Examination:

The exam is a 40 question, multiple choice based exam. Candidates have 1 hour to complete the exam and the pass mark is 65% (26/40). The Foundation exam is a closed book exam

ISO/IEC 20000 for Practitioner

Certificate: APMG ISO/IEC 20000 Practitioner Certification Duration (days): 3 Delivery Method: Classroom Workshop

Course Description:

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination, is designed to provide a basic level of knowledge in the ISO/IEC 20000 IT Service Management standard and its application. It is aimed at practicing IT practitioners who wish to assist organizations to prepare for certification under the APMG ISO/IEC 20000 certification scheme.

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.

 

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the Auditor course. An exam will be conducted at the end of the training.

Target Audience:

IT consultants/Practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000.

Learning Objectives:

Candidates should understand and be able to analyze and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification.

At the end of the course, participants will be able to:
  • Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
  • Understand, explain and advise on issues regarding applicability, eligibility and scoping.
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
  • Explain and apply the requirements of Part 1.
  • Advise and assist in ISO/IEC 200000 certification readiness assessments.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • Understand, create and apply a service management plan.
  • Assist and advise organizations on the implementation of continual improvement processes.
  • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.

Pre-requisites:

Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate OR an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

Course Student Material:

Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form. Course materials required for the course and made available by the customer or ITpreneurs partner:

Recommended additional student materials:
  • ISO/IEC 20000-1 IT Service Management: Specification for Service Management
  • ISO/IEC 20000-2 IT Service Management: Code of Practice for Service Management

Examination:


  −  Complex Multiple Choice
  −  4 questions per paper, 20 marks available per question
  −  40 marks required to pass (out of 80 available) − 50%
  −  Three hours duration
  −  Open book (a copy of Part 1 is permitted).


TimeDay 1
09:00 Registration
09:30 Introduction
10:00 Overview of ISO/IEC 20000
10:45 Break
11:00 Overall Management Requirements
12:30 Lunch
13:30 Group Assignment 1
14:00 Service Delivery Processes
15:00 Break
15:15 Service Delivery Processes
16:30 Multiple−Choice Sample Paper 1
17:00 Review Paper 1
17:30 Close Homework − Multiple-Choice Sample Paper 2


TimeDay 2
09:00 Review Paper 2
09:30 Relationship Processes
10:45 Break
011:00 Resolution Processes
011:45 Control Processes − Configuration Management
012:30 Lunch
013:30 Control Processes − Change Management
014:14 Release Process
015:00 Breal
015:15 Planning and implementation
17:30 Close Homework − Multiple-Choice Sample Paper 2


TimeDay 03
09:00 Review Paper 2
09:45 Scoping and Eligibility: Group Assignment 2
10:45 Break
11:15 Mock Examination (Written)
12:15 Lunch
13:15 Mock Examination Review
14:00 Break
14:15 − 16:30 Examination (OPTIONAL)
16:30 Close


ISO/IEC 20000 for Auditors

Certificate:APMG ISO/IEC 20000 Auditor Certification Duration (days): 2 Delivery Method: Classroom Workshop

Course Description:

The ISO/IEC 20000 Auditors course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation into ITSM in general and ISO/IEC 2000 in particular. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization. At the end of the 2-day classroom training, the APMG certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit. The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard. The exam consists of a closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions correctly.

Target Audience:

Internal and External IT Auditors, Quality Consultants, IT consultants with a strong focus on audit.

Learning Objectives:

The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand:
The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements).
ITSM principles.
Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider.
Application and relevance of Parts 2 and 3 of the standard.What is required in pre-audits, formal certification and surveillance audits using the regulations of the APMG certification scheme.

Pre-requisites:

Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment.
This may be as a third-party auditor or as an internal auditor for an organization.
This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.

Examination:

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) − 65%
  • 60 minutes duration
  • Closed book.
TimeDay 1  
09:00 Registration  
09:30 Introduction  
10:00 Overview of ISO/IEC 20000  
11:00 Break  
11:15 Overall Management Requirements Group Group Assignment 1
12:30 Lunch  
13:30 Service Delivery Processes  
15:00 Break  
15:15 Relationship Processes  
16:30 Multiple-Choice Sample Paper 1  
17:00 Review Paper 1  
17:30 Close Homework - Multiple- Choice Sample Paper 2


ISO/IEC 20000.

IT Service Management

ISO/IEC 20000 as a framework

Known as the worldwide standard reference point for IT Service Management, ISO/IEC 20000 provides an assessment framework and specification that has been regarded as the globally recognized auditable standard for evaluating IT service management processes. Organizations adopting ISO/IEC 20000 can demonstrate to their users that IT is working according to well tested, quality, processes and procedures.

ISO/IEC 20000 Available Courses

MegaSoft offers a complete portfolio of APMG ISO/IEC 20000 training courses that assist IT Professionals to obtain a basic understanding of the framework, consultants and implementation teams to implement ISO/IEC 20000 in their organization, and internal IT auditors use the standard for assurance activities and offers a base level of understanding to IT and business users.
MegaSoft’ portfolio is aligned with the 2011 version of the ISO/IEC 20000 standard

ISO/IEC 20000 Foundation

ISO/IEC 20000 Foundation with "EXAM GUARANTEED PASS"

Certifications: APMG ISO/IEC 20000 Foundation Duration (days): 2 Delivery Method: Instructor-Led

Course Description:

The Achieving ISO/IEC 20000 Certification training program is an intensive, case-study-oriented workshop that is designed for those involved in the ISO/IEC 20000 implementation process and for those who would like to understand what the implementation encompasses in a better manner. The workshop uses practical examples and real-life case studies to guide participants through the implementation route and prepare for the audit.
ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.
This 3-day course is aimed at those wishing to demonstrate a Foundation-level knowledge concerning ISO/IEC 20000 and its use in a typical IT service provider organization. Candidates do not require any formal knowledge of ITSM. The course is delivered in a way that includes sufficient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organization.
The APMG certification exam, which is a multiple-choice exam, can be conducted at the end of the course.

Target Audience:

This qualification is aimed at staff working within an ITSM service provider organization who require a basic understanding of the standard. It is equally relevant for those working within service providers which are already certified to ISO/IEC 20000, or for those considering its implementation.

Learning Objectives:

The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand:The background to ISO/IEC 20000
  • The scope and purpose of Parts 1, 2 and 3 of ISO/IEC 20000 and how these can be used
  • The terms and definitions used
  • The fundamental requirements for an SMS and the need for continual improvement
  • The processes, their objectives and key requirements in a typical IT service provider scenario
  • Eligibility and scoping requirements
  • he purpose of internal and external audits, their operation and the associated terminology.
  • The operation of the APMG Certification Scheme.

Pre-requisites:

Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third-party auditor or as an internal auditor for an organization. This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.

Examination:

The exam is a 40 question, multiple choice based exam. Candidates have 1 hour to complete the exam and the pass mark is 65% (26/40). The Foundation exam is a closed book exam

ISO/IEC 20000 for Practitioner

Certificate: APMG ISO/IEC 20000 Practitioner Certification Duration (days): 3 Delivery Method: Classroom Workshop

Course Description:

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination, is designed to provide a basic level of knowledge in the ISO/IEC 20000 IT Service Management standard and its application. It is aimed at practicing IT practitioners who wish to assist organizations to prepare for certification under the APMG ISO/IEC 20000 certification scheme.

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.

 

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the Auditor course. An exam will be conducted at the end of the training.

Target Audience:

IT consultants/Practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000.

Learning Objectives:

Candidates should understand and be able to analyze and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification.

At the end of the course, participants will be able to:
  • Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
  • Understand, explain and advise on issues regarding applicability, eligibility and scoping.
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
  • Explain and apply the requirements of Part 1.
  • Advise and assist in ISO/IEC 200000 certification readiness assessments.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • Understand, create and apply a service management plan.
  • Assist and advise organizations on the implementation of continual improvement processes.
  • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.

Pre-requisites:

Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate OR an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

Course Student Material:

Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form. Course materials required for the course and made available by the customer or ITpreneurs partner:

Recommended additional student materials:
  • ISO/IEC 20000-1 IT Service Management: Specification for Service Management
  • ISO/IEC 20000-2 IT Service Management: Code of Practice for Service Management

Examination:


  −  Complex Multiple Choice
  −  4 questions per paper, 20 marks available per question
  −  40 marks required to pass (out of 80 available) − 50%
  −  Three hours duration
  −  Open book (a copy of Part 1 is permitted).


TimeDay 1
09:00 Registration
09:30 Introduction
10:00 Overview of ISO/IEC 20000
10:45 Break
11:00 Overall Management Requirements
12:30 Lunch
13:30 Group Assignment 1
14:00 Service Delivery Processes
15:00 Break
15:15 Service Delivery Processes
16:30 Multiple−Choice Sample Paper 1
17:00 Review Paper 1
17:30 Close Homework − Multiple-Choice Sample Paper 2


TimeDay 2
09:00 Review Paper 2
09:30 Relationship Processes
10:45 Break
011:00 Resolution Processes
011:45 Control Processes − Configuration Management
012:30 Lunch
013:30 Control Processes − Change Management
014:14 Release Process
015:00 Breal
015:15 Planning and implementation
17:30 Close Homework − Multiple-Choice Sample Paper 2


TimeDay 03
09:00 Review Paper 2
09:45 Scoping and Eligibility: Group Assignment 2
10:45 Break
11:15 Mock Examination (Written)
12:15 Lunch
13:15 Mock Examination Review
14:00 Break
14:15 − 16:30 Examination (OPTIONAL)
16:30 Close


ISO/IEC 20000 for Auditors

Certificate:APMG ISO/IEC 20000 Auditor Certification Duration (days): 2 Delivery Method: Classroom Workshop

Course Description:

The ISO/IEC 20000 Auditors course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation into ITSM in general and ISO/IEC 2000 in particular. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization. At the end of the 2-day classroom training, the APMG certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit. The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard. The exam consists of a closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions correctly.

Target Audience:

Internal and External IT Auditors, Quality Consultants, IT consultants with a strong focus on audit.

Learning Objectives:

The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand:
The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements).
ITSM principles.
Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider.
Application and relevance of Parts 2 and 3 of the standard.What is required in pre-audits, formal certification and surveillance audits using the regulations of the APMG certification scheme.

Pre-requisites:

Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment.
This may be as a third-party auditor or as an internal auditor for an organization.
This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.

Examination:

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) − 65%
  • 60 minutes duration
  • Closed book.
TimeDay 1 
09:00 Registration  
09:30 Introduction  
10:00 Overview of ISO/IEC 20000  
11:00 Break  
11:15 Overall Management Requirements Group Group Assignment 1
12:30 Lunch  
13:30 Service Delivery Processes  
15:00 Break  
15:15 Relationship Processes  
16:30 Multiple-Choice Sample Paper 1  
17:00 Review Paper 1  
17:30 Close Homework - Multiple- Choice Sample Paper 2


TimeDay 2 
09:00 Review of Homework  
09:30 Resolution Processes  
10:15 Control Processes Group Assignment 2
11:00 Break  
11:15 Release Processes  
11:45 Automation and Tools  
12:00 Scoping, Eligibility, and Audit Preparation  
12:30 Lunch  
13:15 Group Assignment 3  
14:00 Exam Preparation  
14:30 Course Summary and Evaluation  
14:45 Break  
15:30 Examination (OPTIONAL)  
16:30 Close