Course Summary
This 2 day course looks at how to practically release new IT services to the live environment, as well as how to manage changes to existing IT services.
The course covers the steps of implementation themselves, as well as the processes for change, release and configuration management.
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 designed for IT professionals who are involved in the following activities: change, release and configuration management, process improvement, people development, management of ITSM functions and general responsibility for improvements to management systems.
What You Will Learn
- How to ensure that new services and changing services can be delivered at the agreed quality and cost
- How to define and control the components of the service and maintain accurate configuration information
- How to ensure all changes are assessed, approved, implemented and reviewed in a controlled manner.
- How to deliver, distribute and track one changes to the live environment.
- How to measure and improve the Control processes
Prerequisites
You need to hold the ISO/IEC 20000 Foundation certificate to attend the course and sit the exam.
Certification
Successful candidates obtain the Professional Certificate Control of IT Services according to ISO/IEC 20000 certificate.
The 90 minute exam is scenario-based multiple choice with a pass mark of 26 correct answers from 40 (65%).
This certification is one of the 5 professional level modules ISO/IEC 20000 qualification program. You can read more about the full program here.
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
2 days, a little homework and the 90 minute exam.
Day One
Introduction
Review the ISO/IEC 20000 qualification program and course structure
Review of ISO/IEC 20000 concepts
Review the core concepts of ISO/IEC 20000 and the associated ITSM processes
Plan processes
Understand the activities involved for the control of IT services
Implement
How to manage the introduction of control processes. Create and apply policies and procedures. How to organise teams
Day Two
Measure, Monitor & Report
How to review the control processes and report on configuration. How to perform configuration audits and post implementation reviews
Improve Processes
How to identify and prioritise process improvements
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
