ISO 20000 Practitioners

ISO 20000 Practitioners Course Description:

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme.

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.

ISO 20000 Practitioners Course Prerequisites:

Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

ISO 20000 Practitioners Course Objectives:

Candidates should understand and be able to analyse and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification. At the end of the course, participants will be able to:

Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
Understand, explain and advise on issues regarding applicability, eligibility and scoping.
Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
Explain and apply the requirements of Part 1.
Advise and assist in ISO/IEC 200000 certification readiness assessments.
Produce a gap analysis supported by an improvement and implementation plan.
Understand, create and apply a service management plan.
Assist and advise organizations on the implementation of continual improvement processes.
Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.

ISO 20000 Practitioners Course Logistics:

Up to 16 participants
Classroom with U-shaped seating arrangement
A minimum of 1 break-out room
Whiteboard, flipchart, and projector

IT preneurs is an accredited course provider with APMG and is authorized to deliver ISO/IEC 20000 training courses and exams. APMG offers three, unique, individual certification exams: the Foundation, Practitioner and the Auditors certification exams.

Delegates whose first language is not English and who are taking the Practitioners exam can receive a 15-minute extension to their exam, if requested. A dictionary can also be used, but it should not be an electronic one.

ISO 20000 Practitioners Course Student Material:

Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form. Course materials required for the course and made available by the customer or ITpreneurs partner: Recommended additional student materials:

ISO/IEC 20000-1:2011 IT Service Management: Specification for Service Management
ISO/IEC 20000-2:2011 IT Service Management. Code of Practice for Service Management