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ISO 20000 Foundation

Overview


This training provides delegates with a good understanding of Quality Management, within the context of ISO/IEC 20000, the International Standard for IT Service Management more commonly known as ISO20000. This Accredited course also prepares delegates for the industry recognized Service Quality Management Foundation Certificate.



Objectives

  • To provide an understanding of Quality Management
  • To give knowledge of the basic concepts of ISO20000
  • To prepare delegates for Service Quality Management Foundation Certificate.

  • Who Should Attend ?


    The course is aimed at a wide audience of IT Service Management staff of IT Service Providers, internal or external, with an interest in Service Quality Management and ISO20000.
    The combination of the ITIL Foundation and this qualification will provide a firm basis for professionals working in an ISO20000 certified organisation.



    Pre-Pequisites

  • Delegates must have experience of IT Service Management.
  • Delegates are recommended to have as a pre-requisite the Foundation Certificate in IT Service Management(ITIL®) or equivalent knowledge.

  • Professional Qualification


    The qualification is based on a 1-hour multiple-choice examination. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the Service Quality Management Foundation Certificate..


    Structure


    The course is based on Quality Management Systems and the ISO20000 specification. It is delivered in accordance with the Accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the trainers' proven implementation track record.


    Content


    The course will include:
    Fundamentals of Quality Management Systems

  • Rationale and approach
  • Process approach
  • Quality policy and objectives
  • Evaluation and continuous improvement

  • Overview of the ISO20000 Service Management standard

  • Introduction and background
  • Use and application of the standard (Part 1 and Part 2)
  • Terms and definitions
  • Role of toolsets

  • Coordination and Integration Processes

  • Requirements for a Management System
  • Planning and Implementing Service Management
  • Planning and Implementing New and Changed Services

  • Service Delivery Processes

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

  • Resolution, Control and Release Processes

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

  • Relationship Processes

  • Business Relationship Management
  • Supplier Management

  • Candidate Assessment

  • Assignments
  • Mock Exams
  • Certification Examination





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    opposite Orchid School, beside Central
    Bank Of India, Balewadi Phata,
    Baner, Pune,Maharastra - 411045 India
    Toll Free Number : 1800 121 5677
    +91 9158983527,+91 9158983547,
    +91 9960618702,+91 9975214585

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