IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM practice facilitates organizations to make significant improvements in the way they manage the relationships, processes, people and technologies to deliver a high quality IT service. The international standard ISO 20000 defines the best practices in IT Service Management. It specifies a number of closely related processes when brought together will help ensure that an organisation delivers managed IT services of acceptable quality to its customers.
Implementation of ISO 20000 brings with it many benefits and advantages. It helps in aligning information technology services and business strategy. It creates competitive advantage via the promotion of consistent and cost-effective services. It helps in Creation of a formal framework for current service improvement projects. It helps in creating improved relationship between different departments via better definition and more clarity in terms of responsibility and goals. Through the creation of a consistent approach it aids major organizational changes
Like many other management systems, ISO 20000-1 is based on the Plan-Do-Check-Act approach. You can prepare for the standard by undergoing training to learn more about it. INFOSAVVY offers a foundation certification that provides an overview of the standard’s requirements along with the Lead implementer certification which endorses your knowledge in implementing and managing IT services in your organization. You will also learn what your organisation needs to do in order to ensure its continued compliance to the standard after initial certification.
Overview
ISO 20001 ITSM Foundation Training & Certification
IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.
ITSM practice facilitates organizations to make significant improvements in the way they manage the relationships, processes, people and technologies to deliver a high quality IT service. The international standard ISO 20000 defines the best practices in IT Service Management. It specifies a number of closely related processes when brought together will help ensure that an organisation delivers managed IT services of acceptable quality to its customers.
Implementation of ISO 20000 brings with it many benefits and advantages. It helps in aligning information technology services and business strategy. It creates competitive advantage via the promotion of consistent and cost-effective services. It helps in Creation of a formal framework for current service improvement projects. It helps in creating improved relationship between different departments via better definition and more clarity in terms of responsibility and goals. Through the creation of a consistent approach it aids major organizational changes
Like many other management systems, ISO 20000-1 is based on the Plan-Do-Check-Act approach. You can prepare for the standard by undergoing training to learn more about it. INFOSAVVY offers a foundation certification that provides an overview of the standard’s requirements along with the Lead implementer certification which endorses your knowledge in implementing and managing IT services in your organization. You will also learn what your organisation needs to do in order to ensure its continued compliance to the standard after initial certification.
Course Outline
ISO 20001 ITSM Foundation Training & Certification
- Basics of ITSMS & General Requirements
- What is PDCA
- What is Management System?
- Fundamentals of IT service management.
- What is service management system and how it can be managed?
- Benefits of ITSMS
- Framework of ITSMS
- Planning for the IT SMS
- Understanding the service management boundary and determining the scope of the IT service management system
- IT service management system process areas.
- Policy
- Organizational roles, responsibilities and authorities
- Planning for the service management system.
- Service catalogue and list of services
- Risk management of services
- Service management plan and the requirements.
- Implement the ITSMS
- Budgeting and accounting for services
- Resources management
- Risk assessment for services
- Service reporting
- Documents and records supporting the Implementation of ITSM
- Supplier management process.
- Service level management Understanding the service management boundary and determining the scope of the IT service management system
- IT service management system process areas.
- Monitoring and review of ITSMS
- Monitoring, measurement, analysis and evaluation of IT Service management
- Internal audit
- Management review.
- Improvement
- Nonconformity and corrective action
- Continual improvement.
- Management of improvements
Benefit
ISO 20001 ITSM Foundation Training & Certification
- Understand Information Security service Management terms and definitions
- Understand the documentation and process requirements of a ITSMS
- Understand the Plan-Do-Check-Act ( PDCA) cycle for planning, establishing, implementing, operating, monitoring, reviewing, maintaining and continually improving the effectiveness of an organization’s ITSMS
- Understand the basics of Service management systems and the process areas.
- Understand the basics of Service catalogs, Service level agreements and service continuity plans.
Who Should Attend
ISO 20001 ITSM Foundation Training & Certification
- Auditors and Lead Auditors who are required to conduct internal and external ITSMS audits
- Persons responsible for implementing IT Service management system
- The IT services team (which may include any of the consultants, project managers, organizational staff, etc) responsible or wanting to support the organization in implementing the IT services to ensure Consistent and reliable service delivery for the organization.
Exam Information
ISO 20001 ITSM Foundation Training & Certification
Exam format:
IT SMS Implementer Foundation level:
- Multiple choice based questions
- Total 40 questions
- Total Marks: 40
- One mark for each question.
- Duration of exam: 60 minutes
- Passing criteria: 70%
- This is open book exam – only IT SMS standard copy is permissible
Professional Experience
2 years of work experience in Information Technology domain
Training course
Recommended hours of training : 16 Hours
Expectation
It is desirable that candidate may have either read the ISO 20000-1:2011 standard or have understanding of other ISO standards eg: ISO 9001
lead Auditor ISO 27001 http://www.info-savvy.com/product/iso-27001-lead-auditor-training-and-certification-isms/
ISO 31000 Risk Managment http://www.info-savvy.com/product/iso-31000-risk-management-certified-risk-manager/
ISO 20001 ITSM Foundation http://www.info-savvy.com/product/iso-20001-itsm-foundation/
ISO 31000 ITSM Core Risk Manager http://www.info-savvy.com/product/iso-31000-core-risk-manager/
ISO 20001 ITSM Implementation http://www.info-savvy.com/product/iso-20001-itsm-implementation/
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