ISO 20000 IT Service Management System (ITSM) Foundation

Highlight of the course:

This ONE day course covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management. This course will define the best IT practice for the delivery of managed services to meet the needs of an organisation and its customers. It is aligned with and complementary to the process approach and framework.


Who should attend?

  • Members of an Information Technology Service team
  • IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)
  • Staff involved in the implementation of the ISO 20000 standard
  • Technicians involved in operations related to an ITSMS
  • Auditors

Learning objectives:

  • To understand the implementation of an Information Technology Service Management System in accordance with ISO20000
  • To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
  • To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System
  • To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000

Course Agenda:

  • Introduction to the ISO 20000 standards Introduction to management systems and the process approach
  • General requirements: presentation of the clauses of ISO 20000
  • Implementation phases of the ISO 20000 framework
  • Continual improvement of information security
  • Conducting an ISO 20000 certification audit
  • Examples of implementation of information security controls based on ISO 20000 best practices
  • Certified ISO/IEC 20000 Foundation exam




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