I20-303: ISO/IEC 20000 Practitioner | IT Training & Certification | Info Trek
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I20-303: ISO/IEC 20000 Practitioner

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    Public Class
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    • Certificate of Attendance available
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    RM 5700.00
    3 Days
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Course Details

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This course provides sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply the gained knowledge to a range of activities that would support organizations in conforming to the requirements of Part 1, and achieving and retaining ISO/IEC 20000 certification.

The course 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

This qualification is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.

The candidate must hold the following qualification to qualify to sit the Practitioner exam:

ISO/IEC 20000 Foundation

This program will be conducted with interactive lectures, PowerPoint presentations, discussions and practical exercises

At the end of this course the student will be able to:

  • Understand the purpose, use and application of Parts 1,2,3 and 5 of the standard
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
  • Understand, explain and advise on issues regarding applicability, eligibility and scope definition
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM bet practices in common use and related standards
  • Explain and apply the requirements of Part 1
  • Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the ongoing demonstration of conformance to Part 1.
  • Advise and assist in ISO/IEC 20000 certification readiness assessments
  • Produce a gap analysis supported by an improvement and implementation plan
  • Understand, create and apply a service management plan
  • Assist and advise organizations on the implementation of continual improvement processes
  • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification scheme.


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