Course : ISO/IEC 20000 Implementing and Consulting
Duration : 18 Hours |
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Overview :
Published by the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC), ISO/IEC 20000:2005 is the first worldwide quality standard specifically aimed at IT support and maintenance organizations. It describes an integrated set of processes and management approach for the effective delivery of IT services to the internal or external customer. ISO20000 is basically a marriage between two best practices: ISO9000 and ITIL®. The main difference between ITIL and ISO20000 is the possibility of certification by an independent auditor. Who Should Attend :
This ISO20000 Implementation Course is developed for organization with employee involved in implementing the ISO20000 framework, ITIL or ISO9000 within an IT environment.
They are expected to have detailed knowledge of ITIL, project and change- management.
At Course Completion :
After completing both through lecture and hands-on exercises the participants will have experience to:
- Understand the ISO20000 framework, its processes and requirements.
- Gain insight in executing a successful ISO20000 implementation, covering both the 'hard' and 'soft' aspects.
- Share ISO20000 implementation experiences with an experienced Quint consultant.
- Ensure participants pass the itSMF exam and obtain the itSMF's ISO20000 Consultant Certificate.
- Understand the potential contributions of the ISO20000 i.e. increased manageability of an organization's service, infrastructure and applications.
Pre-requisite(s) :
It's highly recommended that the delegates are certified at ITIL Foundation level and should have experience in projects, managerial or management of change.
Course Materials :
Delegates will receive an ISO/IEC 20000 Training Material and practical case studies. Course Fee : HK$ 12000
Enquiry Hot-line : 2781-0755 ( training@technixpro.com )
Government / Corporate Enrollment : Click Here ask for Detail
Training Schedule :
Government / Corporate Enrollment : Click Here ask for Detail
Course Outline :
Day 1
- Theory: What is ISO20000 and how it can solve specific business challenges.
- Theory: Explain the individual of both part one and two of the standard, its requirements and how these requirements can be met and audited on.
- Practical: Introduction to case study.
Day 2
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Practical: Exercise based on the case study highlighting the key issues and improvement areas.
- Theory: Guidelines on executing a successful ISO20000 implementation project (hard aspects).
- Practical: Exercise-based on the case study with emphasis on the 'hard' aspects.
- Theory: Guidelines on executing a successful ISO20000 implementation project (soft aspects).
Day 3
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Practical: Exercise-based case study with emphasis on the soft aspects.
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Theory: Auditing and certification on ISO20000.
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Theory: Managing your interfaces with development, suppliers and customers.
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Practical: Mapping theory to the participants� organizations and tackling specific issues.
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Multiple choice exam followed by a written exam
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