Service Management ISO 20000 Foundation Training

Introduction

This course is available to be delivered in a classroom and Live-Training model. Live Training brings you the dynamic environment of the classroom, to your desk. Using your computer, you interact with the trainer and the trainees as if you were with them in the classroom. On this course, the students will acquire the fundamental knowledge to establish and operate an Service Management System (SMS) based on the ISO/IEC 20000-1 standard.
The course covers the fundamental concepts related with service management, an overview clause-by-clause of the ISO/IEC 20000-1 standard with high-level implementation guidance and discussion-based practical examples to implement the requirements of the standard, and best practices for the implementation of the requirements based on ISO/IEC 20000-2, ITIL v4 and other applicable service management guidance.
As the students advance through the subjects of course, they will be presented with the main supporting standards of the ISO/IEC 20000 family, this includes, but not only, the guidance for the application of service management systems (ISO/IEC 20000-2), the guidance for scope definition and applicability of ISO/IEC 20000-1 (ISO/IEC 20000-3), and the implementation guidance for ISO/IEC 20000-1 (ISO/IEC 20000-5). These standards provide guidance to establish, implement, maintain, and continually improve an ISO/IEC 20000-1 Service Management System.
This course also provides an overview of other non-family and service management related best practices, legislation, and regulation and, on the last module, it covers an overview of the main concepts, principles, and best practices for auditing an SMS based on the guidance of ISO 19011.

Training Methodology

This course is based on theorical, and practical sessions supported by a real-world adapted case-study.
The course includes hands-on practical and theorical exercises to:

• better prepare the students for the real-world challenges, and
• to prepare and increase the likelihood of success on the certification exam, and
• train and prepare professionals for participating in an SMS implementation program or SMS audit based on ISO/IEC 20000-1.

This course is available to be delivered in a Classroom and Live-Training model.
Live Training brings you the dynamic environment of the classroom, to your desk. Using your computer, you interact with the trainer and the trainees as if you were with them in the classroom.

Audience

This course is intended to:

• IT Service Management and/or IT Consultants, Auditors, Managers or Risk Professionals
• Any Executive or Senior Manager responsible to ensure the alignment and delivery of value from IT Service Management to the organization
• Professionals responsible for the IT Service Management/IT Governance on the organization
• Any professional, either, IT, information security, business or any other, involved on the establishment, implementation, operations and/or continual improvement of a Service Management System (SMS) based on ISO/IEC 20000-1
• Anyone who wants to learn the fundamentals of ISO/IEC 20000-1

Prerequisites

Students should understand English as the course documentation is in this language. Please consult BEHAVIOUR to verify the availability of the course on other languages.

Duration (days)

2 days

Learning Objectives

At the end of this course students will be able to:

• Understand the fundamental service management concepts, and the main requirements of ISO/IEC 20000-1
• Get to know and understand the correlation of the ISO/IEC 20000 family standards, including ISO/IEC 20000-1, ISO/IEC 20000-2, and related ISO and other best practices, applicable legislation, and regulation
• Support an organization on the implementation and operation of an SMS based on ISO/IEC 20000-11, as part of an SMS implementation team and/or during an implementation project
• Understand the fundamental audit concepts and principles based on the ISO 19011 standard
• Understand the several service management related source of requirements to discuss with the peers about relevant subjects to the maintenance and improvement of service management and IT services on the organization
• Support the organization on the achievement and maintenance of the ISO/IEC 20000-1 certification

Program

1. Introduction to Service Management, the ISO/IEC 20000-1 standard and, related best practices
• Course introduction
• Service management standards, legislation, and regulation
• Advancing for ISO/IEC 20000-1 certification
• Service management fundamentals
• Presentation and overview of the SMS requirements (Part 1- Clauses 4 to 8.1)
  • Service management context
  • Leadership and commitment
  • Planning (risks, opportunities, objectives, and service management plan)
  • Support of the SMS
  • Operation - Planning and control


2. SMS and Audit concepts and principles
• Presentation and overview of the SMS requirements (Part 2 - Clauses 8.2 to 10)
  • Operation – Service portfolio
  • Operation – Relationship and agreement
  • Operation – Supply and demand
  • Operation – Service design, build and transition
  • Operation – Resolution and fulfillment
  • Operation – Service Assurance
  • Performance evaluation
  • Improvement
• Introduction to audit concepts and principles based on ISO 19011

Exam

The “Certified Service Management 20000 Foundation” exam covers the following competence domains:

• Domain 1: Service management fundamentals
• Domain 2: Service Management System ISO/IEC 20000-1 requirements
• Domain 3: Fundamental audit concepts and principles based on ISO 19011

Language(s): English and Portuguese (please consult BEHAVIOUR for availability on additional languages).
Duration: 1 hour.
Exam details: One part exam.
Results: “Pass or Fail” quantitative score. In the case of a failure, the result will be accompanied with the list of domains in which you had a mark lower than the passing grade. If the candidate fails the exam, he is entitled to one free retake within a 1-year period from the initial exam date.
Passing score: 260/400 marks.
Exam type: Multiple-choice questions.

Certification

After successfully completing the certification exam, and signing the code of ethics, participants will achieve the credential of Certified Service Management 20000 Foundation.
A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential. Candidates also receive the digital badge of the certification achieved.
The “Certified Service Management 20000 Foundation” personnel certification program is drafted and maintained according to the ISO/IEC 17024 standard.
(Note: This program does not provide the competencies for a specific function or role, thus, it does not have any personnel certification maintenance requirements).

Trainer

Our specialists are renowned consultants and auditors, with several years of experience in the areas of implementation, auditing and training in ISO 20000 family standards, with particular focus on standards ISO 20000-1 and related parts, ITIL v2, v3 and 2011, and associated standards and best practices.

General Information

• Training in English language.
• Online training material resources in English, with online access, and in accordance with the commercial conditions.
• Behaviour Digital Participation Certificate of 16 CPD/CPE credits.
• Online Certification Exam in Portuguese or English language. The exam can be taken up to 2 months from the start date of the course.
• If the candidate fails the exam, he is entitled to one free retake within a 2 month period from the date of the exam result.
• Certification Diploma and certification badge after successful examination and formal process registration. This process has no associated cost.

Benefits

• ISO/IEC 20000-1 is an auditable Service Management System (SMS).


• ISO/IEC 20000-1 allows certification and international recognition of an organization; access to new markets and optimization of operations; and improves quality, increases productivity, competitive advantage, customer satisfaction and sales revenues.


• Service Management 20000 Foundation course bases its pedagogical model in a certification program based on the ISO/IEC 17024 standard, which defines the requirements for certification of people, fulfilling the recommendations of ISO. (Note: Attention that this program does not provide the competences for a specific function, but it provides the knowledge required to be used by several functions and roles during the implementation and management of an SMS. Due to this reason, the certification achieved does not have maintenance requirements)


• Service Management 20000 Foundation course geared towards to the knowledge needed to support an organization in the implementation and operation of an SMS based on ISO/IEC 20000-1 and provides guidance on the related best practices that can be used to support this process, including an overview of ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC 20000-5, among others.


• Certification exam is monitored by an official Behaviour administrator.


• The Certified Service Management 20000 Foundation certification exam is conducted at the end of the course, on the last day of training, through a multiple questions-based exam.


• Upon success in the exam, the professional will achieve the Certified Service Management 20000 Foundation certification. In case of failure, professional may repeat the exam at no additional cost, within 1 year after the date of the 1st examination.


• Behaviour Pedagogical Model aims to provide a learning environment conducive to acquisition of competences, in accordance with objectives of each training program. Promoting interaction, participation, and appreciation of experiences, we contribute to meaningful learning, certification and international recognition but, above all to the development of critical thinking and autonomy.


• Behaviour is an organization accredited by DGERT (Portuguese Government Entity). Behaviour has its Quality Management System (QMS) implemented in accordance with the requirements of ISO 9001, the requirements of DGERT, the requirements of the European standard NP 4512 and the standard ISO 10015.

Dates and Price

Guaranteed Dates Program

(*) All dates of this course are guaranteed only for the events that take place in Lisbon. In other locations the events are subject to a minimum number of participants. On Behaviour all courses at Lisbon occur regardless of the number of trainees in room. The concept of setting up classes does not exist in our educational model, which is why all public dates, presented on the website, are guaranteed. So if you're in Portugal or anywhere else in the world, you can prepare your week and your trip, as long as you ensure your registration in the course.

Volume Discounts

For companies, Behaviour offer discounts, starting from the registration of the 2nd participant, in the same course and on the same date.
Simulate the prices for the number of participants you want to register to training@behaviour-group.com or contact us via chat.

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