Course Summary
This 2 day course explores the delivery processes of availability, capacity and service continuity management.
The course also covers how to manage IT security across all delivery processes and how to apply the right people, processes and tools to ensure that IT services are stable and secure.
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:
- Managing the availability of IT services
- IT service continuity
- IT capacity planning and management
- Staff development, management of IT Service Management functions and general responsibility for improvements to management systems
What You Will Learn
- How to ensure that agreed service continuity and availability commitments to customers can be met in all circumstances
- How to deliver sufficient capacity to meet the current and future business needs
- How to manage information security effectively within all service activities
- How to plan and implement the people, processes and tools to ensure that services are stable and secure
- How to measure and improve the service delivery so that it stays tuned to the business requirements
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 Delivery 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
h3
Review the core concepts of ISO/IEC 20000 and the associated ITSM processes
Plan processes
Understand the activities involved for delivery processes and services. Plan the interfaces with other processes and for reporting
Implement
How to manage the introduction of delivery processes. Create and apply policies and procedures. How to organise teams
Day Two
Measure, Monitor & Report
How to perform audits and review the performance of delivery services
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
