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ISO/IEC 20000 Simulation

1-day single organisation event

Overview

PoleStar 20000 is the world’s first simulation to address the rising market interest in the ISO/IEC 20000 standard. PoleStar 20000 is a high-impact, energetic simulation which brings quality service management to life in the context of a realistic and exhilarating on-line retail scenario. This unique experiential learning approach can accelerate attainment of the ISO/IEC 20000 certification through creating a shared commitment, understanding and impetus to improve.

Benefits

  • Propelling achievement of ISO/IEC 20000
  • Strategically aligns IT and the business
  • Creates increased efficiency with quality service managementpan>
  • Creates shared energy and commitment

Objectives

To provide delegates with practical experience of how the alignment of business and IT processes, underpinned by good team working, can make a significant contribution to increased business efficiency and effectiveness.

What is ISO/IEC 2000 and Why use our simulation?

ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. The standard was based on the internationally recognized best practice framework for ITSM, the IT Infrastructure Library (ITIL). ISO/IEC 20000 allows organizations to:

  • Become more competitive
  • Reduce cost, risk and time-to-market for new services
  • Demonstrate visible commitment to improving services

How Polestar Works

Normally delivered over 5 rounds, the PoleStar simulation introduces ISO/IEC 20000 through gaming dynamics. The simulation structure is designed to reflect the continuous improvement approach as defined by ISO/IEC 20000. In addition, the experience continues between rounds through defined transition phases which require the participants’ engagement in planning for continual service improvements, utilizing the Plan-Do-Check-Act methodology.

The following aspects of service management are considered during each round:

Round 1

  • Working in silos (IT and the Business)
  • Communication issues and chaos
  • Introducing the Resolution Processes – Incident Management

Round 2

  • Further Resolution Processes – Problem Management
  • Change and Configuration Management
  • Service Level Management, Capacity Management, Service Continuity and Availability Management.
  • Introducing the Relationship Processes

Round 3

  • Maturing the Resolution Processes
  • Release Management
  • Maturing the Service Delivery Processes
  • Service Continuity Management and Event Management
  • Supplier Management and Information Security Management

Round 4

  • Maturing the Control Processes
  • Further Service Delivery Processes
  • Budgeting and Accounting for IT Services

Round 5

  • Demonstrate importance of service management processes and their relationships
  • Review how service management quality has improved and the benefits to the business

Examination

There is no examination for this course.

Pricing

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

Course Delivery Option

Course Fee (Excl VAT)

Examination Fee (Excl Vat)

Total (Excl Vat)

CLASSROOM-TRAINER (private)

ZAR 15,995 (Per Group)

N/A

ZAR 15,995 (Per Group)

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ISO/IEC 20000 Simulation

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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