EDUCORE ISO 20000 Expert Training

EDUCORE ISO 20000 Expert Training

Overview ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. ISO/IEC 20000-1:2005 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. For an organization to function effectively it has to identify and manage numerous linked activities. Co-ordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement. Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers. In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external. The ISO/IEC 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The ISO/IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form.

Course Outline Unit 1: Terms & Definitions Unit 2: ITSM and ISO 20000 Unit 3: Management System Requirements Unit 4: Service Management Planning and Implementation Unit 5: New and Changed Services Unit 6: Presentation Processes Unit 7: Relationship Processes Unit 8 : Solution Processes Unit 9 : Control Processes Unit 10 : Release Processes Unit 11 : Preparations for ISO 20000 Unit 12 : ISO 20000 Softwares Unit 13 : ISO 20000 Certification Unit 14 : ISO 20000 Foundation Training Mock Exam Unit 15: ISO 20000 Foundation Certificate Exam

Detailed Course Content I. Unit Keep IT Services Running Provide Cost Effective IT Solutions and Providers Keep the Complexity and Risks of IT Services Running at the Lowest Level Implementation of the Legal and Regulatory Requirements Manage the High Volume of Changes Align IT services with business needs II. Unit Purpose of the ISO 20000 Standard ISO/IEC 20000 is applicable to any organization The need for Standards ISO / IEC 20000 Processes ISO / IEC 20000 Management System Standards ISO / IEC 20000 Benefits Benefits of the establishment of ISO 20000 IT Service Management System III. Unit Management Responsibilities Documentation Requirements Compliance, Awareness and Training Professional Development

IV. Unit Service Management Environment Plan-Do-Check-Action Scope and Content Plan Implementation of Service Management and Service Presentation Planning and Customization / Monitoring-Measuring of Service Management Monitoring, Measurement and Reviewing Continuous Improvement Policy Improvement Management Improvement Planning Continuous Improvement V. Unit Manage the Process How the changes will be demanded? How to evaluate change requests How to approve a change requests Implementation of the changes Provide Non-implementation of the unapproved changes Provide an adequate research and studies for change Coordination of the creating, testing and adaptation

VI. Unit Service Level Management Service Report Management of the service continuity and availability Budgeting and accounting of the Information Technology Services Capacity Management Information security management VII. Unit Business Relationship Management Review of services Service Related Complaints Customer Satisfaction Supplier Management Contract Management VIII. Unit Event Management Problem Management IX. Unit Configuration Management Planning and implementing of the Configuration Management Determination of the configuration Configuration control Evaluation and accounting procedure of the status of configuration Verification and audit process of the configuration Change Management Emergency Changes

X. Unit Release Management Process Version Policy Release and Presentation Planning Software Development Design, Installation and Configuration Verifying the version Documentation Promotion, Distribution and Installation

Learning Objectives for MS Experts: Skills and Knowledge A student who successfully completes the course shall be able to: General a) Understand and describe the purpose and the business profits of applicable management system and its role in assisting an organization to operate with increased effectiveness, consistency and customer satisfaction. b) Explain the applicable Management system Principles and create correlations between those principles and the requirements of applicable MS standard. c) Understand and describe the terminology and the certification / accreditation process, d) Explain the process approach in the Management Systems, e) Understand the selection criteria of a certification body. Standards a) Understand the terminology, purpose and content of the applicable MS standards. b) Understand the purpose and requirements of each clause in the applicable MS standard, in order to understand the purpose of applicable MS standard requirements. c) Differentiate between documentation, data and records. d) Understand the content of applicable management system documentation and the interrelationships between the manual, processes, procedures, work instructions and plans. e) Understand the requirements of the current revision of applicable system and the objective evidence needed to show conformance and effectiveness of the management system. f) Understand the difference between legal compliance and conformance with applicable MS. g) Understand the requirements and purpose of, policy, manual, processes, procedures, work instructions, forms, documentation, document control, data, records and record retention. Other responsibilities a) Understand the PEOPLECERT requirements for course and MS Experts certification. b) Understand the role and responsibilities of a MS Expert. c) Understand the function of first, second and third party audits, the similarities and differences, and the varying roles of the auditor, the auditee and the customer of the audit in each of these audits. d) Understand the PEOPLECERT certification criteria for MS Experts, and the national and/or international recognition of PEOPLECERT certifications. Audit operation a) Explain audit process approach, including auditing of inputs outputs and process results and explain the ways of measurement of process output, quality objectives, and continuous improvement achieved thought auditing. b) Describe the process to collect and analyze evidence during the audit through interview, observation, and sampling and maintain notes, relate specific situations to the appropriate elements of the standard, and exercise objectivity in the review of evidence collected. c) Explain the Top Management role in an audit. d) Explain and apply applicable MS standards requirements during the audit, as appropriate.

Course Duration & Exam: Two (2) days includes lecture, exam preparation and exam. Exam Duration: 60 minutes. Exam Language: English Exam passing score: 28/40 or 70% Accreditation Educore is an authorized training organization for ITIL, Management Systems and Six Sigma by PeopleCert Group. Educore is approved as Accredited Courseware Provider, Accredited Training Organization and Accredited Exam Center by People Cert Group for ITIL, Management Systems and Six Sigma. Educore provides training programs for Foundation, Expert, Auditor, Lead Auditor, Consultant, Lead Consultant certifications internationally. Educore organizes training programs and related exams in its branches in Istanbul, Ankara, Londra, California. Also provides ATO affiliate services for training partners to other countries. Contact Us: Call Center (7/24) : +90 216 348 26 73 / (348 CORE) Tel : +90 216 449 24 84 Istanbul Educore Training Center Tel: +90 216 518 78 26 Istanbul Office Tel: +90 312 295 62 33 Ankara Office Tel: +1 415 644 5187 California Office Tel: +44 20 8144 5187 London Office Training Catalog : /training.php Public Training Agenda : /training-agenda.php Training Ticket System : www.educore.eventbrite.com