ISO 20000:2011 Foundation

Become acquainted with the best practices for implementing and managing a Service Management System (SMS) based on ISO 20000

Summary

This course enables participants to learn about the best practices for implementing and managing a Service Management System as specified in ISO/IEC 20000-1:2011, as well as the best practices for implementing the Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

 

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 ISO 20000
  • 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 20000-2:2011 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

Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

  • Introduction to the ISO 20000 family of standards
  • Introduction to management systems and the process approach
  • Fundamental principles in IT Service Management
  • General requirements presentation of ISO/IEC 20000-1 clauses
  • Implementation phases of the ISO 20000 framework
  • Continual improvement of IT management
  • Conducting an ISO/IEC 20000-1 certification audit

 

Day 2: Implementing the Service Management processes based on ISO 20000 and Certification Exam

  • Planning and implementing change management
  • Supplier management
  • Relationship management
  • Problem management
  • Release management
  • Certified ISO/IEC 20000 Foundation exam

 

Prerequisites
None

 

Educational approach

This training is based on both theory and practice:

  • Sessions of lectures illustrated with examples based on real cases
  • Review exercises to assist the exam preparation
  • Practice test similar to the certification exam

To benefit from the practical exercises, the number of training participants is limited

 

Exam

The “Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains:

  • Domain 1: Fundamental principles and concepts of Information Technology Service
  • Domain 2: Service Management System (SMS)

Duration: 1 hour

 

Certification

A certificate of Certified ISO/IEC 20000 Foundation will be issued to participants who successfully passed the exam and comply with all the other requirements related to this credential.

 

General Information

  • Exam and certification fees are included in the training price
  • A student manual containing over 200 pages of information and practical examples will be
  • distributed to participants
  • A participation certificate will be issued to participants.
  • In case of failure of the exam, participants are allowed to retake the exam for free under
  • certain conditions

Price: 3.800,00 Kn + VAT

Information:

SP sistemi d.o.o., tel: 01/6444 – 444, e-mail: konzultant@spsistemi.hr

The seminar is held in cooperation with ZIH (Zavod za informatičku djelatnost Hrvatske), at Mažuranić Square 8 / III, Zagreb.

Koristimo kolačiće kako bi poboljšali Vaše korisničko iskustvo i funkcionalnost stranice. Više informacija o kolačićima možete pronaći ovdje.

Ključni su za upotrebu Internet stranice i bez istih stranica nema svoju punu funkcionalnost. Nastavkom surfanja i kupovinom neophodni se kolačići smatraju prihvaćenima. Funkcionalni kolačići mogu uključivati kolačiće koji pružaju uslugu koju je korisnik zatražio.

cookies_permission

Za pohranu prihvaćanja kolačića.

Ističe: 1 godina

Vrsta: HTTP

Prikupljaju se anonimno, ne mogu pratiti aktivnosti korisnika na drugim Internet stranicama i služe za praćenje ponašanja korisnika te u svrhu mjerenja ponašanja publike i sastavljanja izvješća za poboljšanja Internet stranice. Ovi kolačići omogućuju prijenos podataka u treće zemlje, uključujući SAD.

cookies_permission_analiza

Za pohranu prihvaćanja analitičkih kolačića.

Ističe: 1 godina

Vrsta: HTTP

sbjs_current

Za pohranu detalja preglednika.

Ističe: Sesija

Vrsta: HTTP

sbjs_current_add

Dodatni metapodaci o izvoru prometa trenutne sesije korisnika.

Ističe: Sesija

Vrsta: HTTP

sbjs_first

Bilježi izvor prometa prvog posjeta korisnika web stranici (npr. izvorni UTM parametri).

Ističe: 6 mjeseci

Vrsta: HTTP

sbjs_first_add

Pohranjuje dodatne pojedinosti o izvoru prometa za prvi posjet korisnika.

Ističe: 6 mjeseci

Vrsta: HTTP

sbjs_migrations

Prati prijelaze između izvora prometa, primjerice kada korisnik mijenja kampanje ili preporuke.

Ističe: 6 mjeseci

Vrsta: HTTP

sbjs_session

Prati podatke o prometu specifične za sesiju, kao što je izvor preporuke za trenutni posjet.

Ističe: Sesija

Vrsta: HTTP

sbjs_udata

Pohranjuje skupne korisničke podatke, kao što je kombinacija izvora prometa kroz posjete.

Ističe: 6 mjeseci

Vrsta: HTTP

Kolačići su male tekstne datoteke koje internetske stranice koriste kako bi unaprijedile korisničko iskustvo.

Zakon dopušta spremanje kolačića na vaš uređaj ako je to izričito potrebno za rad stranice. Za sve ostale vrste kolačića trebamo vašu suglasnost.

Ove stranice koriste različite vrste kolačića. Neke kolačiće postavljaju usluge trećih strana koje se prikazuju na našim stranicama.

Vašu suglasnost za Izjavu o kolačićima na našim internetskim stranicama možete u bilo kojem trenutku promijeniti ili povući.

Više informacija o tome tko smo mi, kako nas možete kontaktirati i kako obrađujemo vaše osobne podatke možete pronaći u našoj Politici privatnosti.

Molimo vas da pri kontaktiranju vezano za vašu suglasnost navedete svoj ID broj suglasnosti i datum isteka iste.