Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO/IEC 20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery, and improvement of services to fulfill agreed service requirements. ISO/IEC 20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard.
ISO/IEC 20000 aligns to the IT infrastructure library (ITIL®) best practice framework. The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for the delivery of IT services.
This ISO/IEC 20000 Foundation course provides a basic insight into the specifications and code of practice for ISO 20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition. This 3-day training course provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organization to achieve compliance and certification. Students who have attended this course are suitably prepared to successfully take the associated Foundation certification test which is one of the possible prerequisites for the Practitioner qualification.
