IT governance & services - ISO 20000 Foundation, APMG Certification
A practical course focused on ISO 20000 Foundation, APMG Certification. Participants build skills across three priorities: Introduction to the fundamentals of the ISO 20000 standard, General requirements for a Service Management System, The Service Management System Processes.
Detailed programme
Introduction to the fundamentals of the ISO 20000 standard
- Service Definitions, Service Management and Service Management System.
- History of ISO 20000 for IT Service Management.
- The content of ISO 20000. Link and differences from the ITIL best practices.
- Continuous improvement and the CDAP.
- The different levels of ISO 20000 certification.
Collective reflection
- Exchanges on the main terms and definitions dealt with.
General requirements for a Service Management System
- Management responsibilities.
- Governance of processes.
- Document management.
- Resource management.
- The PDCA is integrated into the Service Management System.
Exercise
- Quiz on the CDAP.
The Service Management System Processes
- Process groups within the Service Management System.
- Service Delivery Processes: Capacity Management, Continuity, Availability, ALS Management...
- Relationship management processes: Supplier Management, Business Relationship Management.
- Resolution processes: incident management and problem management, request management.
- Control processes: configuration management, change and deployment management.
Exercise
- From a contextualised case, collective reflection exercises on the different processes.
Scope of Application for the ISO 20000 Norm
- Presentation of the ISO 20000 Part 3 standard related to the scope of application.
- Define the scope of applicability. Good practices.
- How do I take suppliers into account within the scope of ISO 20000?
Exercise
- Applicability and perimeter quiz.
Certification of Organizations
- Why get ISO 20000 certified? Complementarity with ISO 9001.
- The certification audit.
- Audit types and principles.
- The certification process of the organizations.
Exercise
- Quiz on audit evidence.
Certification Examination
- General revisions.
- White exam and collective correction.
- Certification examination.
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Our offices
- Exceev Consulting
61 Rue de Lyon
75012, Paris, France - Exceev Technology
332 Bd Brahim Roudani
20330, Casablanca, Morocco