ISO/IEC 20000 Masterclass

The Service Management Masterclass is a comprehensive learning solution dedicated to equipping IT professionals with the skills, knowledge, tools and experience required to become valued leaders in the field of Service Management.

This unique and innovative learning approach provides the opportunity for real hands-on experience planning and implementing a world class Service Management system and includes an unmatched range of tools, such as a comprehensive template library and access to our revolutionary self-assessment software solution.

Who Should Attend:

This course is aimed at Service Management implementation leaders who require a detailed understanding of the ISO/IEC 20000 standard, especially those responsible for, or involved in, the implementation and ongoing support of a Service Management System. This course is also ideal for those wishing to take their existing knowledge of ITIL^® to a much greater level.

Duration:

This course begins with a 5 day module that covers the ISO/IEC 20000 standard in detail and equips you with the management skills required of a Service Management implementation leader or consultant and includes the ISO/IEC 20000 Implementation Leader certification exam. Next, a workplace assignment provides the opportunity to apply what you have learned back in the workplace - this activity is either performed individually, in collaboration with your other colleagues, or by means of a comprehensive case study provided upon request.

Prerequisites:

There are no certification prerequisites required to attend this course, since the opportunity to sit the ISO/IEC 20000 Foundation exam is included in the first week of the course. At least 2 years experience in an IT Management or Consultant role in Service Management or a related field of expertise is preferred.

SIM Assessment:

This course teaches you how to conduct a comprehensive Service Management assessment with Service Improvement Manager (SIM). Using SIM for your workplace assessment not only significantly reduces the overall effort required, but also provides you with a comprehensive lists of tasks and activities that will form the basis of your Service Management/Improvement Plan. One or more SIM licenses can be purchased at a heavily discounted rate when you register for this course.

Documentation Template Library:

One of the most common requests that we receive from our customers is for documentation templates to support implementations of ITIL^® and ISO/IEC 20000. We are therefore pleased to offer you exclusive use of our most comprehensive set of high quality documentation templates that cover all major ISO/IEC 20000 policies, plans and processes. This package provides you with everything you need to quickly and cost-effectively meet the requirements for an ISO/IEC 20000 audit and certification.

Workplace Assignment:

One of the primary shortcomings of traditional learning methods is the fact that the theory taught in the classroom is often related only to scenario-based case study exercises. This is of limited use however, since students are not being provided with the opportunity to learn from the experience of being able to apply that knowledge in a real-world business context.

This masterclass therefore steps beyond the boundaries of the classroom and into the work environment where a practical assignment helps you develop your skills even further. You will be measured on your ability to undertake further research, conduct a Service Management assessment, create meaningful reports and presentations, develop a business case and implementation plan for achieving Service Management best practice.

Masterclass Forum:

A totally new initiative from Solisma is the Masterclass Forum. During the initial weeks of your workplace assignment, we provide you with access to a private forum in which you can collaborate with your instructor and other classmates, asking questions and receiving further guidance when applying your skills back at work. This unique opportunity provides you with the means of ensuring that you have understood everything you need in preparation for your ISO/IEC 20000 Implementation Leader exam.

Certification:

This course is comprised of the following two certification options:

• ISO/IEC 20000 Foundation Certificate: This Masterclass course includes a 60 minute exam consisting of 40 multiple-choice questions that simply tests your comprehension of ISO/IEC 20000 and Service Management in general. While the ISO/IEC 20000 Foundation course can also be conducted on its own, its inclusion in the Masterclass course provides the opportunity to go into greater detail by examining the documentation templates and requirements necessary for ISO/IEC 20000 certification.
• ISO/IEC 20000 Implementation Leader Certificate: This certification consists of an open book ISO/IEC 20000 Implementation Leader exam. Unlike other Service Management qualifications that only test ones knowledge of the theory, this exam will consist of a mix of complex multiple choice and short answer questions that test your ability to apply your Service Management knowledge in a real-world business context. Combining the workplace assignment and this comprehensive exam becomes a true test of ones capability to become an ISO/IEC 20000 Implementation Leader... are you up to the challenge?


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