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Anthony J. D'Angelo

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ISO/IEC 20000 Practitioner

iso20000Certification : ISO/IEC 20000 Practitioner
Duration : 2.5 up to 3 days
Course Delivery : Instructor lead training by certified APMG instructor
Language : Romanian / English
Price : 3600 RON plus VAT incl exam

 


  

Course Introduction:

The purpose of the practitioner qualification is to confirm whether the candidate has achieved sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in conforming to the requirements of ISO/IEC 20000-1, and achieving and retaining ISO/IEC 20000 certification.

Course Description:

Candidates should understand and be able to apply and analyse the content of ISO/IEC 20000 within currently certified organizations or those wishing to implement an SMS in preparation for initial certification. You will learn to:

  • Understand and apply ISO/IEC 20000 Standard
  • Understand and describe the relationships between ISO/IEC 20000 and best practices
  • Assist and advise organizations in assessing their readiness for ISO/IEC 20000 certification
  • Advise organizations of the issues concerning applicability and scope
  • Produce a gap analysis and improvement / implementation plan
  • Assist and advise organizations in implementing a continual improvement process
  • Prepare organizations for ISO/IEC 20000 certification
  • Help organizations to achieve ISO/IEC 20000 certification

Audience:

  • IT Managers
  • IT Practitioners
  • IT Support Staff
  • IT Consultants
  • Key Business Users
  • IT Developers
  • Everyone involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.

Prerequisites:

The pre-requisite for this qualification is either an APMG ISO/IEC 20000 Foundation or a BCS ISO/IEC 20000 Foundation qualification or AXELOS ITIL Foundation. The APMG ISO/IEC 20000 Foundation, BCS ISO/IEC 20000 Foundation or AXELOS ITIL Foundation paper is designed as a pre-requisite for this practitioner qualification.

Preparation in advance:

None

Learning Objectives:

You will be able to:

  • Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard.
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
  • Understand, explain and advise on issues regarding applicability and scope definition
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000
  • Explain and apply the requirements of ISO/IEC 20000-1
  • Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1
  • Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
  • Produce and assess a gap analysis supported by an improvement and implementation plan
  • Understand, create, apply and evaluate a service management plan including the service management policy and objectives
  • Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1
  • Assist, advise and assess organizations on the implementation of continual improvement processes
  • Prepare and analyse organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG certification scheme

Course activities:

  • 2-3 hours of evening work is required in order to take the exam
  • Classroom lecturing.
  • Individual and group assignments.
  • Exam preparation session

Included in the course:

  • APMG authorized student curriculum.
  • APMG accredited exam
  • Copies of the visual materials used in class.
  • Lunch, coffee breaks

About examination:

  • ISO/IEC 20000 exam is APMG accredited
  • Exam administration is APMG responsability
  • ITAcademy enable with logistics the administration of the exams
  • Exam has alocated time 180 min, 4 complex multiple choice questions, 50% correct answers to pass
  • The exam is online or paper based, in english, or any translation available at APMG 

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