Overview

The accredited ISO 20000 3 day consultant program will allow participants to master the ISO 20000 standard and prepare for the associated certification.

ISO 20000 will become a basic requirement for IT Service providers and is fast becoming the most recognized symbol of quality regarding IT Service Management processes.
The Art of Service is pleased to be able to present this fully accredited 3 day Consultant program to assist IT professionals master and understand the standard itself and issues relating to earning actual standards compliance.

Download ISO20000 3 Day Consultant Program Here

• Improved quality of service and increased business and customer confidence
• Improved reputation, consistency and interoperability
• Impartial and external standard method of assessment and audit
• Assessments recognized internationally within the industry
• Assessment and benchmarking are an important element of process improvement
• Demonstrate superiority over competitors
• Management and staff understand their business their roles and their processes better

• Introduction and background to ISO 20000 Certification
• The certification scheme
• ISO 20000 Part 1
• Assignment and mock exam 1
• ISO 20000 Part 2
• The use and application of BS 15000
• Preparing for initial assessment and audit
• Assignment and mock exam 2
• Typical Toolsets
• Eligibility and Scoping
• Assignment 3
• Feedback, Review
• Examination

• Service Level Management –how to ensure that we delivery the services required by the business.
• Budgeting and Accounting for IT Services –keeping control on the costs of delivering IT Services
• Capacity Management –ensuring that there will always be sufficient resource to match business demands
• Service Continuity & Availability Management –the job of making sure that the services are available when required, along with the steps necessary to provide continuing IT Services in the event of a major failing
• Information Security –concerned with confidentiality and integrity of the organisations information
• Service Reporting –a new process that promotes clear, concise and relevant reports

• Configuration Management –understand all the components of my infrastructure
• Change Management –controlling the changes made to the environment so that they do not create negative effects

• Release Management –the controlled modification to the environment

• Business Relationship –concerned with the communication and alignment of delivery capability and demand requirements
• Supplier Management –recognition that many organisations rely on external parties (and the inherent need to ensure that suppliers are aligned).

• Incident Management –how to get the end user restored to the point where they can continue to work
• Problem Management –how to reduce the number of incidents that an end user will encounter