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I20-203: ISO/IEC 20000 Foundation
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I20-203: ISO/IEC 20000 Foundation
WHAT YOU WILL LEARN
This course provides a basic insight in the
specifications and code of practice for ISO/ IEC20000 and covers the second
edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the
first edition (ISO/IEC 20000-1:2005)
- Some of the main differences are as follows:
- Closer alignment to ISO 9001
- Closer alignment to ISO/IEC 27001
- Change of terminology to reflect international usage
- Clarification of the requirements for the governance of processes operated by other parties
- Clarification of the requirements for defining the scope of the SMS
- Clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services
- Introduction of new requirements for the design and transition of new or changed services
Students who have attended this course are
suitably prepared to successfully take the associated ISO/IEC 20000 Foundation
certification test which is one of the possible pre-requisites for the
Practitioner qualification
AUDIENCE
Staff working within an IT
service provider organization who require a basic understanding of the
standard, Staff working within service providers who are already certified to
ISO/IEC 20000 or those considering its implementation.
PREREQUISITES
There are no pre-requisites for this
course, although a basic knowledge of Service Management concepts will be
helpful
METHODOLOGY
Participants will learn the principles and
core elements of the ISO/IEC 20000 standard for IT Service Management. An
interactive approach is used combining lecture, discussion and handouts to
prepare participants for the ISO/IEC 20000 Foundation certification exam
COURSE OBJECTIVES
At the end of this course the student will
be able to understand the scope, objectives and high level requirements of the
ISO/IEC 20000 standard, how it is used in a typical IT service provider
organization, together with the main elements of the certification process.
Specifically, the student will understand:
- The background to ISO/IEC 20000
- The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
- The key terms and definitions used
- The fundamental requirements for an SMS and the need for continual improvement
- The processes, their objectives and high level requirements in a typical IT service provider scenario
- Applicability and scope definition requirements
- The purpose of internal and external audits, their operation and the associated terminology.
- The operation of the APMG Certification Scheme
- The relationship with best practices and related standards
Modules
Kaustuv De
Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Raja Segaran AL Amasi
Raja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC. Read More
Michiel Roelof De Boer
Michiel holds the highest ITIL credential – the ITIL Service Manager (Masters) certification. He is also a certified ITIL Service Manager who teaches Foundation, Practitioners and Service Management. He gained his experience in various local and international companies worldwide where he had executed roles as Manager, Consultant, Project Manager and Instructor as well as having experience in the finance, automation, industry, airlines, logistics, medical and telecommunication sectors. He is experienced in translating business objectives into manageable deliverables, initiating quick wins and creates an environment for continuous improvement. With a management style which is based on coaching and team play, he can effectively communicate with the members of the board as well as employees at various levels of an operation and in many different cultures. Read More
Kui Tze Lin
Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More
Sean Low
Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia's premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More
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