ISO/IEC 20000

Module 00: ISO/IEC 20000: IT Service Management Foundation-Course Introduction

Module 01: Managing the Service: Somebody Has to Do It
• What is quality and why it is important?
• What is an IT service?
• The factors Needed to Provide an IT service
• The Benefits and Characteristics of a Process-Based Approach
• The Concept of IT Service Management
• The Benefits and Risks of IT Service Management
• The Role of Tools Used Within IT Service Management
• The  Principles of Continual Improvement and the Applications of the PDCA Cycle
• Exercise: ITSM and Failure

Module 02: Everything has to fit together in ITSM!
• The purpose and benefits of ISO/IEC 20000
• The Parts of 20000
• The Deming Cycle – PDCA

Module 03: Complimentary Frameworks Part 1
• ITIL
• CobiT 4.1
• CobiT 5
• Six Sigma

Module 04: Complimentary Frameworks Part 2
• CMMI
• ISO 90001
• ISO 27001
• ISO 38500
• The New Technologies

Module 05: Service Management as a Global System
• Critical Terms
• General Requirements
• Documentation!
• Resource Management

Module 06: Plan, Do, Check, Act (PDCA)
• Deming applied to 20000
• Audits and Reviews
• The SMS Applied

Module 07: Service Design and Transition
• Planning the new or changed service
• Designing the new or changed service
• Transitioning the new or changed service
• Removing the obsolete service
• Exercise: Design a Sandwich Shop

Module 08: Service Delivery Processes Part 1
• Service Level Management
• Service Reporting
• Continuity and Availability

Module 09: Service Delivery Processes Part 2
• Budgeting and Accounting
• Capacity
• Information Security
• Exercise: Measuring Sandwiches

Module 10: Relationship, Relationship: One of the Secrets of Success!
• The Customer!
• The Supplier!
• Supply Chain Relationships

Module 11: Resolution Including Service Requests
• Incident
• Service Request
• Priority!?
• Problem Management

Module 12: Control, Vital but with Little Glamour
• It’s all about the parts
• It’s all about the control
• Putting them together
• Exercise: Adding a New Line of Business

Module 13: Deployment
• Release of the service
• Controlling the release
• Connecting to Parts and Control

Module 14: Exam Tips

None

Mod 00: ISO/IEC 20000: IT Service Management Foundation Bridge - Course Introduction

Mod 01: Managing the Service: Somebody Has to Do It

• What is quality and why it is important?
• What is an IT service?
• The factors Needed to Provide an IT service
• The Benefits and Characteristics of a Process-Based Approach
• The Concept of IT Service Management
• The Benefits and Risks of IT Service Management
• The Role of Tools Used Within IT Service Management
• The Principles of Continual Improvement and the
• Applications of the PDCA Cycle
• Exercise: ITSM and Failure

Module 02: Everything has to fit together in ITSM!

• The purpose and benefits of ISO/IEC 20000
• The Parts of 20000
• The Deming Cycle – PDCA
• Hand Out: Front page &index 20000-1

Module 03: Complimentary Frameworks Part 1

• ITIL
• CobiT 4.1
• CobiT 5
• Six Sigma
• Hand-Out: Front page &index 20000-2

Module 04: Complimentary Frameworks Part 2

• CMMI
• ISO 90001
• ISO 27001
• ISO 38500
• The New Technologies

• Hand-Out: Front page & index 38500

Module 05: Service Management as a Global System

• Critical Terms
• General Requirements
• Documentation!
• Resource Management
• Hand-Out: 1 page extract of “3 Terms & definitions”

Module 06: Plan, Do, Check, Act (PDCA)

• Deming applied to 20000
• Audits and Reviews
• The SMS Applied

Module 07: Design & Transition of New or Changed Services and Service Delivery

• From a high-level perspective review basic concepts around:
  • Design and Transition activities
  • Service Delivery Processes (SLM, Service Reporting, CapM, Availability and Continuity, Budgeting and Accounting, Information Security Management )

Module 08: Relationship and Resolution Processes

• From a high-level perspective, review basic concepts around:
  • BRM and Supplier Management
  • Incident/Service Request Management, Problem Management

Module 09: Control Processes

• From a high-level perspective, review basic concepts around:
  • Configuration Management, Change Management, Release and Deployment Management

Module 10: Exam Tips 

• What you need to know
• Exam Format
• Exam Tips

An ITIL® Foundation certificate (any version).

Module 00: ISO/IEC 20000: IT Service Management Associate-Course Introduction

Module 01: The Service Management System General Requirement Part 1

• Plan, Do, Check, Act (PCDA) in Service Management
• Maturity
• Management Requirements
• Service Management Plan

Module 02: The Service Management System General Requirement Part 2

• Management Requirements
• Governance
• Documentation
• Resource Management
• Key Roles

Module 03: Establish and Improve is a Must!

• Deming Principles
• Scoping
• Certification Steps

Module 04: The Service Management Plan

• Project Based Approach
• RACI Model
• Roles and Responsibilities
• The Need to write Good Policies and Objectives
• The Little Role of Tools

Module 05: Deming’s Do

• Do what you planned
• Operate the Service Management System

Module 06: Check

• Check, check, check!
• Internal Audits
• Management Reviews

Module 07: Metrics and Reporting

• Why Measure?
• Proper Reporting
• Determining CSFs and KPIs

Module 08: Continual Improvement: Act on It

• Maintain and Improve
• Improvement Model
• Improvement Related to Quality

Module 09: Design and Transition of New or Changed Services

• All about Requirements
• Risk Management and Risk Assessment
• Service Removal
• Transition of New or Changed Services
• Needed Documentation and Records
• Needed Personnel Competencies

Module 10: All about Processes

• Why have processes?
• The Benefits of Process es
• Risk in Managing Processes
• Process Integration, a Must!

Module 11: Service Level Management (SLM)

• Managing Service Levels
• Documenting Service Levels
• Service Level Management Interactions
• Service Level Measurement

Module 12: Service Reporting

• Managing Service Reporting
• Types of Reports
• Process Maintenance
• Service Reporting Measurement

Module 13: Service Continuity and Availability

• Managing Continuity and Availability
• Business Impact Analysis (BIA)
• Policy
• Plans
• Service Continuity
• Documentation
• Measurement

Module 14: Money Matters: Budget and Accounting

• Policy Matters
• Cost Types
• Cost Model
• Documentation and Measurement

Module 15: Capacity Management

• Managing Capacity
• Capacity Plan
• Documents and Records
• Measurement (not again!)

Module 16: Information Security

• Managing Security, including the People
• Security Policy
• Control
• Measurements

Module 17: Business Relationship Management

• Relationship with Service Level Management
• Customer Satisfaction
• Records
• Measurements

Module 18: Supplier Management

• Contract Management
• Managing Sub-Contractors
• Document and Records
• Measurements

Module 19: Incident and Service Request Management

• Managing Incidents
• Managing Service Requests
• Major Incidents
• Document and Records
• Measurements

Module 20: Problem Management

• • Managing Problems
• • Root Cause Analysis
• • Pro-Active Problem Management
• • Document and Records
• • Measurements

Module 21: Configuration Management

• All About Configuration Items
• Key Concepts
• Document and Records
• Measurements

Module 22: Change Management (Not Management of Change)

• Key Concepts
• Policy
• Emergency Changes
• Documents and Records
• Measurements

Module 23: Release and Deployment

• Release and Deployment Management
• Release Policy
• Release Plan
• Testing
• Documents and Records
• Measurements

Module 24: Exam Tips

• Summary of Exam Topics
• Taking multiple choice exams
• Mandatory Practical assignment

You should have taken ISO/IEC 20000: IT Service Management Foundation as a prequisite for this course. If you are sitting for the Associate exam, you will need to have:

• Passed the Practical Exercise Requirement
• Taken and passed either the IT Service Management Foundation based on ISO/IEC 20000 exam or ITSM Foundation Bridge based on ISO/IEC 20000 exam and an ITIL® Foundation exam.  To prepare for the Foundation certificate, you will need to take ISO/IEC 20000: IT Service Management Foundation.  Equivalent certificates include: ITSM Foundation Bridge based on ISO/IEC 20000 and an ITIL® Foundation.

In order to take the Side Entry candidates must hold the ITIL Expert Certificate. While taking a training course in ISO/ISE 20000 is not required, it is highly recommended that candidates gain familiarity with the SMS. This can be achieved either from studying the standard, via experience or formal training with GogoTraining’s ITSM Foundation course.