What is ISO 20000 Foundation Course?
The ISO 20000 Foundation Course introduces learners to the ISO/IEC 20000 standard, focusing on its structure, processes, and key concepts. This course provides an overview of IT service management best practices and demonstrates how organisations can align their ITSM processes with ISO 20000 requirements to enhance service quality and customer satisfaction.
Through interactive discussions and practical examples, learners will understand the benefits of implementing ISO 20000, its alignment with other frameworks like ITIL®, and its role in achieving business objectives. This course also prepares learners for the ISO 20000 Foundation certification exam, validating their knowledge of IT service management standards.
This 1-day ISO 20000 Foundation Course by Oakwood International provides a strong foundation in ITSM principles, preparing learners to contribute effectively to IT service improvement initiatives.
Course Objectives
To understand the purpose and benefits of the ISO/IEC 20000 standard
To learn the structure and key components of ISO 20000
To explore the relationship between ISO 20000 and other ITSM frameworks like ITIL®
To understand the requirements for implementing an IT service management system (SMS)
To identify the processes and best practices involved in IT service delivery
To support organisations in improving IT service quality and customer satisfaction
To prepare for the ISO 20000 Foundation certification exam
Upon completion, learners will thoroughly understand ISO 20000 and its application in enhancing IT service management within organisations.
Course Outline
ISO 20000 Foundation Course
Module 1: Information Technology Service Management (ITSM)
Business Case
Define the Scope of ITSMS
IT Service Management
Benefits of IT Service Management
ITSMS Policy
Documentation of Process and Procedures
Process Approach
Principles of Information Technology
Develop a Project Plan
Accounting the IT Services
Accounting and Budgeting
Module 2: Introduction and Background to ISO/IEC 20000
What is ISO/IEC 20000?
Benefits of ISO/IEC 20000
ISO/IEC 20000 – Parts
Module 3: Scope
General
Application
Module 4: Terms and Definitions
Introduction
Terms Specific to Management System Standards
Terms Specific to Service Management
Module 5: Context of the Organisation
Understanding the Organisation and its Context
Understanding the Needs and Expectations of Interested Parties
Determining the Scope of the Service Management System
Service Management System
Included
Included
- No course includes are available.
Offered In This Course:
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Video Content
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eLearning Materials
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Study Resources
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Completion Certificate
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Tutor Support
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Interactive Quizzes
Learning Options
Discover a range of flexible learning options designed to meet your needs. Select the format that best supports your personal growth and goals.
Online Instructor-Led Training
- Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.
Online Self-Paced Training
- Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.
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