Foundation Certificate in ISO/IEC 20000

ITIL®

Duration: 3 days
Prices From: £910 per delegate

Course Outline

Course Overview

This event provides basic information, awareness and familiarity with the content and requirements of the International Standard ISO/IEC 20000, covering both the requirements in Part 1 and the guidance in Part 2. At the end of the course, there is a one hour, multiple-choice exam, following which successful candidates will be awarded the ISO/IEC 2000 IT Service Management Foundation Certificate.

Course Content:

  • Understanding the scope, purpose and use of the standard
  • Understanding the management system requirements
  • Understanding the process requirements
  • Planning and implementing new services
  • Service Delivery processes
  • Relationship processes
  • Resolution processes
  • Control and release processes
  • Adopting the Plan, Do, Check, Act cycle for Service Improvement
  • Review Assessment and audit of ISO/IEC 20000 activities

Course Objectives:

This course will enable participants to:

  • Describe the scope, purpose and use of the standard
  • Understand the key elements of the Service Management processes
  • Understand how to achieve the standard through both internal and external assessment.

Who will Benefit:

This course is aimed at all staff providing IT Services in an organisation that is planning for, or holds, the ISO/IEC 20000 certification. It will be of particular benefit to staff in organisations due to implement the standard during the pre-assessment phases.

Examination:

The closed-book examination consists of a one hour exam with 40 multiple-choice questions held on the afternoon of the third day of the course. The pass mark is 26 out of 40 (65%).

Course material:

All delegates will be provided with comprehensive FGI ISO/IEC 20000 Foundation courseware, which includes syllabus details, copies of slides, additional exercise information, and a sample examination paper with an explanation of all answers. Delegates will also have access to the ISO/IEC 20000 standard and self-assessment workbook during the course.

Pre-Requisites:

Delegates should have a minimum of three years' IT Service Management experience or hold the ITIL® IT Service Management Foundation Certificate.

Public Course Schedule

For further information on upcoming courses, or if you have any questions about this course, please contact us.

Why train with FGI?

  • Providing the full range of ITIL® & PRINCE2™ examination courses.
  • ISEB & APMG Accredited Training Organisation.
  • Over 30 Accredited ITIL® and PRINCE2™ Training Consultants.
  • Pass rates vastly exceed the national average.
  • Pass Guarantee Scheme.
  • Expert trainer interaction and post course support.
  • International and UK locations.
  • One Clear Price.
  • Skills Protection Promise.
  • Wide ranging client portfolio covering the private and public sectors.