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ISO/IEC 20000 Foundation

Service Quality Management         


Service providers are under increasing pressure to ensure that they continue to deliver high quality and cost-effective IT services. Whilst ITIL® offers a broad library of best practice guidance, ISO/IEC 20000 is an international standard that provides the means of assessing whether a service provider has reliable, repeatable and measurable IT Service Management best practice processes applied consistently across their organisation. The ISO/IEC 20000 standard is the ultimate benchmark for demonstrating Service Quality and is fast becoming a mandatory prerequisite for all outsourcing engagements.

The ISO/IEC 20000 Foundation Certificate in Service Quality Management provides IT professionals with an introduction to service quality and the ISO/IEC 20000 standard. Students will be prepared with the information they need to sit the certificate examination to be held at the end of the course.


Who Should Attend:

This course is suitable for all IT managers, professionals and general staff who would like to learn about Service Quality Management and the ISO/IEC 20000 standard


Prerequisites:

There are no formal entry requirements for this course. However, it is assumed that all attendees will possess a basic level of IT literacy or experience in an IT Service Support, Delivery or Quality Management role.


Assessment & Certification:

A formal EXIN examination will be held at the end of the course which is 60 minutes in duration and consists of 40 multiple choice questions. The ISO/IEC 20000 Foundation Certificate in Service Quality Management will be awarded to participants who achieve a passing grade in this exam.



Benefits:

  • Develop a good understanding of the ISO/IEC 20000 standard
  • Learn how to manage and improve overall IT Service Quality
  • Understand how to leverage other leading best practices and quality frameworks that support the standard
  • Improved process quality, efficiency and customer satisfaction
  • Improved business reputation and competitive advantage

What you will learn:

  • Introduction to Quality Management
  • Overview of the ISO/IEC 20000 standard
  • Key concepts, terminology & objectives
  • ISO/IEC 20000 Parts 1 & 2 in detail:
            - The Management System
            - Planning and Implementing
            - Service Delivery Processes
            - Resolution Processes
            - Control Processes
            - Release Processes
            - Relationship Processes
  • ISO/IEC 20000 Eligibility and Scoping

Included - ISO/IEC 20000 Training Simulation

The best way to accelerate your understanding of IT Service Management is to experience it. This course also includes our highly-interactive training simulation offering that provides participants with a high-impact, energetic way to accelerate their knowledge of IT Service Management. This unique experiential approach transforms ISO/IEC 20000 education into an engaging, fun and highly effective learning experience that has lasting results.


Onsite Training Available:

This training course is available for delivery at your own office premises or at a suitable offsite location. In-house training offers numerous benefits to your organisation, including the ability to cost-effectively deliver ITIL education to your entire team or as part of an overall service culture transformation inititative. Please contact us to discuss your individual requirements further
 

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Solisma is a leading provider of integrated Service Management solutions that help you deliver real business value from IT. We offer a complete range of assessment, consulting and education services that provide you with a clear path to achieving business service excellence.