ISO20000 Consultant’s Certificate

At A Glance – Course Overview

Managers and practitioners involved in IT Service Management will understand that the adoption of ITIL best practise delivers internal efficiencies and measurable improvements in service quality, but how do we demonstrate this? “ITIL compliant” has a hollow ring to it, but it is exactly what external customers want to see.

ISO20000 has provided the answer.

The creation of this standard (including the Australian version AS8018) has delivered an ITIL based quality management standard against which organisations that are serious about ITIL, can prove compliance. On completion of a successful independent compliance audit, organisations have the right to display an internationally recognised logo that confirms they are following best practice in IT Service Management.

ISO20000:

• Mandatory requirements
• How ISO20000 differs from ITIL
• What will the planning requirements be
• What will the resourcing requirements be
• How the certification process works

Successful candidates will gain the internationally recognised Consultants’ Certificate in ISO20000.

They will:

• Understand, and be able to scope certification attempts.
• Be able to effectively plan and project manage certification attempts.
• Have competency to develop / review required documents (Policies, procedures and plans).
• Appreciate the necessity of implementing procedures and having records to prove adherence.
• Be able to prepare for audit and successful re-certification. 
 

Key Learning Outcomes

Background and Objectives:

• The background and the reasons for the creation of ISO20000
• How the certification scheme operates
• The processes and objectives of ISO20000
• Understand the content and objectives of the IS020000 processes
• Be able to describe the key activities and requirements of each of the ISO 20000 disciplines

Requirements, Scoping and Use:

• Identify the overall requirements of the Service Management Plan
• Appreciate the differences between the ITIL and ISO20000 disciplines
• The use and application of ISO20000
• The eligibility and scoping of a certification attempt
• Prepare and implement plans and improvement projects for achieving ISO20000

The Audit:

• Preparing for formal audit
• Re-certification requirements

Course Structure

This training is available as a 3 day certification course.

Who Will Benefit

 Any Service Management practitioners:

• whose organisation is contemplating ISO20000
• whose organisation is looking for a formal framework against which to measure Service Management advances.

Course Pre-requisites

• The successful completion of the ITIL Foundation Course

 

 

 

 

 

 

 

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