ISO/IEC 20000 Practitioners

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Course Description:

This interactive 3-day course, leading to the ISO/IEC 20000 Practitioners examination, is aimed at practicing IT practitioners who assist organizations to prepare for or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme.

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.

Prerequisites:

Participants attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

Learning Objectives:

Candidates should understand and be able to analyze and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification.  At the end of the course, participants will be able to:

  • Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
  • Understand, explain and advise on issues regarding applicability, eligibility and scoping.
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
  • Explain and apply the requirements of Part 1.
  • Advise and assist in ISO/IEC 200000 certification readiness assessments.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • Understand, create and apply a service management plan.
  • Assist and advise organizations on the implementation of continual improvement processes.
  • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.

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