ISO20K Specialist Course

 Differentiate yourself in understanding the ISO 20000 requirements for a service management system. 

Learn the vital knowledge required to help organizations ready their thinking, practices and continuous improvement programs for certification against the new ISO20000 standard.

In April 2011, the International Standards Organization (ISO) published the second edition of the ISO/IEC 20000 standard.

The new edition includes for the first time the term ‘service management system’, requiring an IT organization to demonstrate an integrated approach for establishing, operating and improving the service management system, placing a greater emphasis on customer satisfaction, and requiring an annual internal audit.

The standard also introduces numerous new requirements and represents a serious differentiator for organizations and individuals.


Who Will Benefit From Attending

This class certifies individuals as having a profound understanding of the primary and secondary requirements within the new standard, and differentiates their knowledge, skills and abilities to prepare an IT organization for a successful certification audit from other professionals.  It also enables existing individuals certified under the replaced standard, to refresh their knowledge and update their qualification. All participants are provided with a Certificate of Completion. Participation in the examination to obtain the “ISO20K Specialist” certificate is optional.


What This Class Does

This class provides a comprehensive analysis of the requirements in the new ISO/IEC 20000-1:2011 service management system (SMS) standard. It inspects the anatomy of the standard and its requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The scope includes the design, transition, delivery and improvement of services to fulfil agreed service requirements. ISO/IEC 20000-1:2011 can be used by:

  • An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • An organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • A service provider to monitor, measure and review its service management processes and services;
  • A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • An assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011.

This standard describes an entirely new set of requirements and criteria for ISO20000 certification.

Participants will receive complimentary access to the ‘Standards 101′, ‘Audit and Assessment 101′, and ‘ISO/IEC 20000 101′ online courses, a class workbook, and discounted pricing on copies of the Guide to USMBOK publication.


Learning Outcomes

  • Understand what standards are and why they are important;
  • Understand the purpose and scope of the ISO/IEC 20000-1:2011 standard;
  • Understand the principles of auditing and conformance;
  • Understand the principles and guidelines for describing processes;
  • Understand how to decipher and interpret primary and secondary requirements;
  • Understand and be able to explain the requirements within each section of the standard;
  • Be able to inspect and assess an IT organization’s preparedness for a certification audit;
  • Be able to apply the essential skills to help remedy any non-conformance items;
  • Be able to develop and produce an audit program and audit plan on behalf of the service provider organization;
  • Be able to synchronize the requirements and conformance criteria in the provider audit plan with that in a reference model used by an accreditation body – a registrar.

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