ISO/ IEC 20000 Foundation
Description
GENERAL OBJECTIVES
Allow participants to understand how to adapt and adopt the best practices for the implementation of ISO / IEC 20000 in their organization.
SPECIFIC OBJECTIVES
Understand the concepts, principles, key terms and definitions used in the ISO / IEC 20000 series of standards;
- Identify the fundamental requirements of a service management system (SMS) according to ISO / IEC 20000 and the need for continuous improvement;
- Prepare participants to successfully apply for APMG ISO / IEC 20000 Foundation exams.
WHO SHOULD ATTEND?
The ISO / IEC 20000 Foundation certification is of interest to all professionals:
- Who are involved in the implementation, operation or maintenance of an SMS in your organization;
- Who have responsibilities in the audit of the service management system and who need a basic knowledge of the standard;
- Who work in an organization that has a service management system, whether the organization is already certified, or is considering certifying itself to ISO / IEC 20000.
- Who are interested in preparing for the ISO / IEC
20000 Practitioner certification.
LENGTH
No specific requirements
LENGTH
16 Hours
SCHEDULE
Work hours / After work
LANGUAGES
Portuguese
All materials in english
APMG International ISO/IEC 20000® is a trademark of The APM Group Limited, All rights reserved.
The ISO/IEC 20000 Foundation is offered by Qualius, an Accredited Training Organization of The APMG Group Ltd.
Curriculum
· Overview of the ISO / IEC 20000 standard
- Introduction to the ISO / IEC 20000 family of standards
- Relationship with other standards and benchmarks of good practices
- Fundamental concepts and principles in service management
- Entities involved in the APMG ISO / IEC 20000 qualification and certification scheme
· General requirements of the ISO / IEC 20000 standard
- Introduction to the service management system [SMS]
- Concepts, responsibilities, requirements and processes, relating to:
- The organization and its context
- SMS leadership, planning and support
- Performance evaluation
- Improvement
· SMS operation
- Concepts, responsibilities, requirements and processes, relating to:
- Operational planning and control, service portfolio, relationship and agreement, supply and demand
- Design, production and service transition, resolution and execution, service guarantee
· Obtaining ISO / IEC 20000 certification
- Concepts, responsibilities and requirements.
- Requirements for applicability and scope definition.
- The operation of the APMG certification system.
· Simulated training exam.
ISO / IEC 20000 Foundation certification exam
