ISO 20000 Consultant Program

• 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