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CIS Course: ISO 20000 Practitioner

The contents of this three-day seminar conform to the guidelines of APMG.


Target group:

  • ITIL Representatives, Project Managers and Consultants aligning organizations acc. to ISO 20000 and/or preparing them for ISO 20000 certification;
  • external or internal auditors that want to conduct audits or assessments within the organizations: both in the preparatory phase for ISO 20000 certification and during ongoing operations for monitoring conformity to the standard.

Benefits:

  • As an ISO 20000 Practitioner, you combine technical knowledge of IT processes with the competence to implement, control and continually improve a management system acc. to           ISO 20000 and to enable its integration with other ISO Standards.
  • This qualification provides you with the skills enabling you to assume system responsibility.      This is often a stepping stone for the further IT career.

Basic requirements:

  • ITIL Foundation Certificate in IT Service Management (ITSM)
  • good communication skills
  • at least 3 years’ job experience in IT
  • at least 3 years’ job experience in implementing / operating service                                  management processes or projects

 

Completion: 

Persons that have successfully completed this course will be presented an “ISO 20000 Practitioner Certificate” by APMG and CIS. They will be capable of implementing their in-depth knowledge of the requirements placed by ISO 20000 within organizations, of preparing organizations to certification and

of driving the continual improvement process within organizations.

 
Agenda:

 

Day 1

  • introduction: backgrounds of ISO 20000, certification scheme
  • ISO 20000 Part 1 in Detail (1): Terminology, the Management System, Planning and Implementing Service Management and New and Changed Services
  • ISO 20000 Part 1 in Detail (2): Service Delivery Processes
  • Assignment 1 and Review
  • ISO 20000 Part 1 in Detail (3): Relationship, Resolution, Control and Release Processes, Objectives and Relationships
  • Trial Test Multiple Choice (1)

 

Day 2

  • Repetition
  • ISO 20000 Part 2: Detail and Application
  • ISO 20000 Part 2: Detail and Application (cont’d)
  • Overview of Scoping and Eligibility Issues ISO 20000: Using it and Achieving it
  • Individual Written Sample Assignment
  • Trial Test Multiple Choice (2) and Review

 

Day 3

  • Review Individual Sample Written Assignment
  • Typical Toolsets in Use
  • Scoping Issues: details
  • Assignment 2
  • Examination: Written Assignment
  • Examination: Multiple Choice


ISO 20000 Practitioner: overview, registration

 

 
 
CIS - Certification & Information Security Services GmbH T +43 (0)1 532 98 90 office@cis-cert.com

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