Project and Processes Management

ISO/IEC 20000 Foundation





Target Audience

·       Members of an Information Technology Service team

·       IT Professionals wanting to gain a comprehensive knowledge of the main processes of an SMS

·       Staff involved in the implementation of the ISO 20000 standard

·       Auditors  



Skills Gained

·       To understand the implementation of an SMS in accordance with ISO 20000

·       To understand the relationship between the SMS, including the management processes and compliance with the other requirements

·       To know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL

·       To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an SMS

Topics Covered

• Introduction to the ISO 20000 family of standards
• Introduction to management systems and the process approach
• Fundamental principles in Service Management
• General requirements presentation of ISO/IEC 20000-1 clauses
• Implementation phases of the ISO/IEC 20000 framework
• Continual improvement of IT management

• Planning and implementing change management
• Supplier management
• Relationship management
• Problem management
• Release management
• Certified ISO/IEC 20000 Foundation exam


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