ISO/IEC 20000 Foundation Course Overview

Certainly! To ensure that participants are able to fully engage with and benefit from our ISO/IEC 20000 Foundation course, the following minimum prerequisites are recommended:

• A basic understanding of IT terminology and IT-related work experience to grasp the concepts of IT service management.
• Familiarity with general concepts of management systems, which can be gained from work experience or previous training.
• An interest in or some exposure to quality processes or service improvement initiatives within an IT service environment.
• Although not mandatory, it would be beneficial to have some knowledge of ISO standards, particularly those related to service management (e.g., ISO 9001, ITIL) to facilitate a smoother learning curve.

These prerequisites are meant to ensure that participants can effectively absorb the course content and participate in discussions. However, the course is designed to be accessible and informative even for those new to the field, with a comprehensive introduction to the necessary concepts and practices.

Target Audience for ISO/IEC 20000 Foundation

The ISO/IEC 20000 Foundation course equips professionals with essential service management skills for IT service delivery and support.

• IT Service Managers
• Quality Assurance Managers
• IT Professionals aiming for Service Management
• Compliance and Audit Managers
• IT Project Managers
• IT Consultants
• IT Developers and Process Owners
• IT Internal Auditors
• Service Providers looking to demonstrate quality service
• Individuals seeking to understand ISO/IEC 20000 and its application

Learning Objectives - What you will Learn in this ISO/IEC 20000 Foundation?

Introduction to the ISO/IEC 20000 Foundation Course Learning Outcomes:

Gain foundational knowledge of service management principles, understand the requirements of ISO/IEC 20000-1, and prepare for the certification exam with this comprehensive course.

Learning Objectives and Outcomes:

• Comprehend the core concepts of service management and the importance of an effective Service Management System (SMS).
• Understand the requirements specified in clauses 4-6 of ISO/IEC 20000-1, including the scope, terms, and definitions.
• Identify the components and intent of clauses 7-10 of ISO/IEC 20000-1, focusing on the design and transition of new or changed services.
• Prepare effectively for the ISO/IEC 20000 Foundation certification exam, ensuring a thorough understanding of the material.
• Grasp the fundamental concepts and principles that underpin a service management system.
• Recognize the context of an organization as it relates to the establishment of an SMS.
• Learn the role of leadership and the responsibilities of top management in supporting the SMS.
• Understand the planning process to address service management challenges and risks.
• Acknowledge the support structures and resources required for an effective SMS, including the need for competent personnel.
• Gain insights into the operational processes involved in service delivery and relationship management.
• Evaluate the performance of the SMS through monitoring, measurement, analysis, and evaluation.
• Explore the continual improvement process, ensuring the SMS remains effective and up-to-date.

These learning objectives and outcomes are designed to provide students with a solid foundation in ISO/IEC 20000 service management practices, equipping them with the knowledge to implement, manage, and improve an SMS within their organizations.