Prerequisites To attend the ISO 20000 Consultant program participants must hold the: ITIL® Foundation Certificate AND EITHER ITIL® Practitioner Certificate OR ITIL® Managers Certificate
OR Demonstrate 5 years IT experience, with at least 3 years in Service Management with an ability to communicate effectively with managers, subordinates, users and customers.
Target Audience This program is ideally suited for IT professionals working in the Service Management improvement field. The program applies equally to internal process management staff, as it does for external consultants looking to provide expert advice and assistance.
Benefits of Attending On completion of this Program participants will have fully mastered this standard of IT Service Management. The investment of three days in the ISO 20000 Consultant Program will bring many benefits for participants and their associated companies, including:
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
Course Content The ISO 20000 Consultant Program is a 3 day program that offers extensive teachings of the standard and ultimately prepares participants for the associated certification. The program curriculum includes:
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
The program looks at each of the process areas of the ISO20000 Standard: The ISO 20000 Framework The SERVICE DELIVERY processes.
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
The CONTROL processes
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
The RELEASE process
Release Management –the controlled modification to the environment
The RELATIONSHIP processes
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).
The RESOLUTION processes
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
Course Outline Day 1 Introductions and Background into ISO2000. ISO 20000 in Detail Service Delivery Processes Service Level Management
Day 2 ISO 20000 (Part 2) in Detail Using and Achieving ISO20000 Mock examination
Day 3 Toolsets Scoping Issues IS0 20000 Consultants Exam
The course will explore the theory of each of the parts of ISO 20000 in detail, and is supported by a series of exercises and active discussions led by your experienced instructor.
Qualification and Assessment The program prepares participants to sit the ISO 20000 Consultant exam. The exam consists of 2 parts; each part is one hour in duration. • Part 1 – 15 multiple choice questions and 10 matching questions (based on theory and compliance) • Part 2- Written assignment (multiple question section based on knowledge and application of the standard)
With successful completion of both pieces of assessment, participants receive full accreditation as an ISO 20000 Consultant. Where can you attend this course? The ISO20000 3 day Consultants Program is scheduled in all major cities in Australia. Please refer to our website for course schedule (http://theartofservice.com ). Alternatively, we come to the venue of your choice at a time that is most convenient for your staff and run the course in-house (minimum of 6 participants is required)
Email us for more information on our international ISO20000 Consultant programs.
