ISO/IEC 2000 Consultant Training

Course:  ISOCONS
Duration:  3 Days
Level:  II
Course Summary

This 3 day instructor led course covers all aspects of the ISO/ IEC 20000 specification and code of practices with a focus on actual implementation and steps required for qualification according to and achievement of an ISO/IEC 20000 certification. This course qualified individuals to complete the ITSMF and/or Exin ISO/IEC 20000 consultant certification exams.

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Topics Covered In This Course


  • ISO/IEC 20000 Certification
  • ITSM, ITIL, and ISO/IEC 20000
  • ISO/IEC 20000 History
  • Benefits, risks, and costs of ISO/IEC 20000 certification

ISO/IEC 20000 Certification Details

  • Certification Requirements
  • Registered Certification Bodies (RCB)
  • Engaging an RCB

ISO/IEC 20000 Specification

  • Structure
  • Syntax
  • Key Sections
  • Terms and Definitions
  • The Management System
  • Planning and Implementing Service Management
  • Planning and Implementing New or Changed Services

ISO/IEC 20000 Specification – Service Delivery Processes

  • Service Level Management
  • Service Reporting
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT Services
  • Capacity Management
  • Information Security Management

ISO/IEC 20000 Specification – Relationship Processes

  • Business Relationship Management
  • Supplier Management

ISO/IEC 20000 Specification – Resolution Processes

  • Incident Management
  • Problem Management

ISO/IEC 20000 Specification – Control Processes

  • Configuration Management
  • Change Management

ISO/IEC 20000 Specification – Release Processes

  • Release Management

ISO/IEC 20000 Code of Practice

  • Contents
  • Part 2 Details
  • Specification vs. Code of Practice Comparison

Achieving ISO/IEC 20000 Certification

  • Assessment
  • Commitment and Awareness
  • Program Planning
  • Measurements and Metrics
  • Costs, Risks, and Benefits
  • Implementation Tasks

Preparing for ISO/IEC 20000 Audit and Assessment

  • Adopting an RCB
  • Develop the scope
  • Pre-assessment
  • Develop plan
  • Independent Assessments
  • Service Improvement Plan
  • Stage 1 Audit
  • Stage 2 Audit
  • Certification Details

Conducting Successful Assessments

  • Techniques
  • Planning
  • Interview Activities

Certification Exam Skills

  • Question Types
  • Multiple Choice Practice
  • Essay Practice
What You Can Expect

Upon completion of this course, students will:

  • Develop an understanding of the ISO/IEC 20000 specification
  • Demonstrate how to achieve aspects of the ISO/IEC 20000 specification
  • Develop an understanding of the ISO/IEC 20000 code of practice
  • Demonstrate application of information from the ISO/IEC 20000 code of practice
  • Apply the ISO/IEC 20000 specification to a case study
  • Learn the steps necessary to prepare for ISO/IEC 20000 certification
  • Learn how the ISO/IEC 20000 audit stages and how to prepare for audits
  • Qualify themselves to take the ISO/IEC 20000 Consultant certification exams
Who Should Take This Course

This course is intended for individuals that are involved in active ISO/IEC 20000 implementation programs or others responsible for maintaining an ISO/IEC 20000 certification.

Recommended Prerequisites

Participants must hold a valid ITIL v2.0 Foundation certification.

Training Style

Instructor led lecture and case study focused group activities.

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Every student attending a Verhoef Training class will receive a certificate good for $100 toward their next public class taken within a year.

You can also buy "Verhoef Vouchers" to get a discounted rate for a single student in any of our public or web-based classes. Contact your account manager or our sales office for details.

Schedule For This Course
There are currently no public sessions scheduled for this course. We can schedule a private class for your organization just a couple of weeks from now. Or we can let you know the next time we do schedule a public session.
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