ISO/IEC 20000 Foundation

Description

The PECB ISO/IEC 20000 Foundation Certification introduces the fundamental concepts of service management and the requirements of ISO/IEC 20000-1 for a Service Management System (SMS). This course aims to equip participants with the knowledge needed to implement and manage an SMS, covering aspects such as organizational context, top management involvement, planning, resource allocation, service delivery controls, performance evaluations, and continual improvement. Designed for managers, consultants, service management personnel, and aspiring professionals, the course fosters a comprehensive understanding of SMS requirements and prepares individuals to contribute effectively to SMS implementation projects. Upon completion, participants can take the certification exam to earn the internationally recognized PECB ISO/IEC 20000 Foundation credential.

Why Should You Attend the ISO/IEC 20000 Foundation Course?

The PECB Certified ISO/IEC 20000 Foundation training course presents the basic concepts of service management and the requirements of ISO/IEC 20000-1 for a service management system (SMS). In this training course you will learn about the various aspects of an SMS, including the context of the organization, top management involvement and activities, planning and resources for the SMS, controls and measures for service delivery activities, performance evaluations, and continual improvement activities.

Who Should Attend?

Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS
Personnel responsible for managing, maintaining, and improving services and service delivery capabilities
Aspiring professionals seeking knowledge about basic concepts of service management
Members of SMS implementation and operation teams
Individuals wishing to pursue a career in service management

Learning Objectives

Understand the basic service management concepts, definitions, and approaches
Get acquainted with the ISO/IEC 20000-1 requirements for a service management system
Develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1

Educational Approach

Lecture sessions illustrated with graphics, examples, and discussions
Interactions between participants by means of questions and suggestions
Quizzes with similar structure to the certificate exam

Prerequisites

None

Agenda

Day 1: Introduction to service management concepts, SMS, and clauses 4-6 of ISO/IEC 20000-1
Day 2: Clauses 7-10 of ISO/IEC 20000-1 and certificate exam