ISO/IEC 2000 Consultant Training
Course: ISOCONS
Duration: 3 Days
Level: II
On our website at:
http://www.verhoef-training.com/courses/ISOCONS.html
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.
Topics Covered In This Course
Introduction
- 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
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.
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.