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ISO20000
COURSES

ISO20000 Awareness

Half-day single organisation course

The ISO20000 course provides delegates with an overview of ISO/IEC 20000 (also known as ISO20000), the International Standard for IT Service Management, that was originally known as BS15000.

Objectives

To provide an understanding of the ISO20000 Standard and associated APMG Certification process.

Who should attend?

The course is aimed at all levels within the organisation who want to attain an overview of the elements of the ISO20000 standard and the certification process. It is envisaged the delegates would normally have at least a basic understanding of the principles of IT Service Management and a basic understanding of ITIL.

Customisation

An element of customisation is possible within the standard price. Further tailoring to meet specific requirements is available at additional cost.

Structure

The course is based on the ISO20000 specification and is reinforced through the Trainers’ proven implementation track record.

The course covers IT Service management best practices (based on ITIL®), the ISO/IEC 20000 standard and certification process and an overview of the contents of the standard.

Content

The course will include:

Recap on IT Service Management and ITIL

ISO20000 standard and certification process

  • Introduction and background
  • Use and application of the standard (Part 1 and Part 2)
  • Role of toolsets
  • Assessments and audits
  • The certification scheme
  • Eligibility and scoping
  • Benefits of achieving ISO20000

Overview of the ISO20000 Service Management standard

Coordination and integration processes

  • Requirements for a Management System
  • Planning and implementing service management
  • Planning and implementing new and changed services

Overview of service delivery processes

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

Overview of resolution, control and release processes

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

Overview of relationship processes

  • Business Relationship Management
  • Supplier Management

Documentation

Delegates are provided with an in course workbook and various hand-outs.

Examination

There is no examination for this course.

Pricing

  1. CLASSROOM-TRAINER (Private) - Onsite, private training courses for individual organizations and their staff

Course Delivery Option

Course Fee (Excl VAT)

Examination Fee (Excl Vat)

Total (Excl Vat)

CLASSROOM-TRAINER (private)

ZAR 3,995 (Per Group)

N/A

ZAR 3,995 (Per Group)

Schedule

Course

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Delivery Options

  1. CLASSROOM-TRAINER (Private) - Onsite, private training courses for individual organizations and their staff (contact us for a quote)

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Delivery options

CLASSTRAINER (Public) - Public Scheduled Classroom Courses
CLASSTRAINER (Private) - Onsite Private Group Classroom Courses
CLOUDTRAINER (DIY) - Self Paced Learning in the Cloud
CLOUDTRAINER (CONTACT) - Self Paced Learning in the Cloud followed by contact time with our trainer for exam prep, revision and the exam
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