Course Summary
This 5 day course provides a practical level of knowledge for the implementation, improvement and quality assurance of IT Service Management (ITSM).
The course is aimed at managers who require a high level overview of the 5 key areas of ITSM according to ISO/IEC 20000. The course explores management of ITSM processes and staff as well as exploring the role of reporting, in line with the ISO/IEC 20000 standard.
Questions? Just ask.
Speak to a specialist before you book.
Call us on +44 (0) 1753 859 344 or email us at hello@thynk.co.uk.
Key Info
Who the course is for and what you’ll get out of it.
Who Should Attend
This course is for any IT professional involved in IT Service Management (ITSM) and with an interest in ISO/IEC 20000.
This may include, but is not limited to:
- Service managers
- IT managers
- Members of quality teams
- Junior consultants
- Product managers
- Project managers (involved in service improvement programmes)
What You Will Learn
- How to coordinate and manage IT services
- How to plan the activities for the four service provision areas
- How to document processes and activities and manage documents through their lifecycle
- How to define roles and responsibilities
- How to review and manage staff competencies and training needs
- How to handle risks operational and strategic risks
- How to apply continual service improvement
- How to report on performance of services and processes
- How to define improvements for the IT service provisioning processes How to define a plan for a Service Management process
Prerequisites
You need to hold the ISO/IEC 20000 Foundation certificate and it is recommended to have a minimum of 3 years practical experience in IT Service Management to attend this course.
Certification
Successful candidates obtain the ISO/IEC 20000 Associate Certificate.
The 2 hour exam is scenario-based multiple choice with a pass mark of 39 correct answers from 60 (65%).
How to book
Run this course in-house, or attend one of our public courses throughout the UK.
In-house Training
This course is available at any location across UK and Europe.
In-house, corporate bookings carry significant discounts and are customisable to your requirements.
Call us on +44 (0) 1753 859 344 to talk to a training specialist or email us at hello@thynk.co.uk.
You can tell us more about your business by completing our enquiry form and we’ll send you full quotation the same day.
Public Courses
To obtain our latest public schedule for this course, call us on +44 (0) 1753 859 344 or enter your email address below and we’ll contact you today.
Course Contents
5 days, a little homework and the 2 hour exam.
Day One
Introduction
Review the ISO/IEC 20000 qualification program and course structure
Management System Planning
Learn how to adapt a management system to support the business. Plan interfaces between processes. Identify and manage risks
Service Provision Planning
Plan the activities involved for control, alignment, delivery and resolution processes
Day Two
Staff Competencies & Effective ITSM Communication
Understand the importance of communication and people for high-quality ITSM
Implementation & Operation
How to organise and direct ITSM processes. Manage the implementation of provisioning processes and meet documentation requirements
Day Three
Define Improvements for Provisioning Processes
Learn how to develop improvement initiatives for ITSM processes
Report on Continual Service Improvement
Apply the process theory by using the Plan, Do, Check, Act (PDCA) cycle
Day Four
Process Review & Reporting
How to report and review the performance of ITSM processes
Day Five
Analyse Process Efficiency & Compliance
How to match process efficiency to the ISO/IEC 20000 standard and prepare the organisation for formal certification
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
