ISO/IEC 20000 is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management.
The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services.
ISO/IEC20000 helps organizations to establish an on-going culture of improvement and learning providing a target to achieve and maintain. This leads to continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.
It helps to ensure that organizations focus on the implementation of a set of integrated processes and solutions that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve, and increase the rate of change and the productivity of staff and the use of their skills and expertise.
ISO/IEC 20000 was first released in 2005 and is now at the second edition. It aligns to the IT infrastructure library (ITIL) best practice framework. All APMG ISO/IEC 20000 qualification levels are recognised as complementary to the official ITIL qualification scheme.
This qualification is aimed at staff working within an ITSM service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
ISO/IEC 20000 Practitioner
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 course helps candidates to understand the scope, objectives, key terminology 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.
The objectives of the program are to ensure that individuals that plays a role in the implementation, maintenance and audit of ISO20000 have the requisite skills and to ensure that they enable the achievement of organisational goals and objective through the program.
Candidates should understand and be able to apply and analyse the content of ISO/IEC 20000 within currently certified organizations or those wishing to implement an SMS in preparation for initial certification.