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Course : ITIL® and ISO 20000 Foundation: Certifications

ITIL® and ISO 20000 Foundation: Certifications






INTER
IN-HOUSE
CUSTOM

Practical course in person or remote class

Ref. SOF
  5d - 35h00
Price : Contact us

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Certification
Taking the two certification exams "ITIL® Foundation" and "ISO/IEC 20000 Foundation": 40 multiple-choice questions for each exam (1 point per question) to be completed in 60 minutes. Certification is attained if the candidate gets at least 26 answers correct (65%).
Remote certifications
See the certifier’s official documentation for the list of prerequisites for completing the online certification exam.

Practical details
Teaching methods
A case study will allow the participant to analyze the IS service management application and identify areas for performance improvement.

Course schedule

1
ITIL® v3 referential presentation.

  • Origins of the referential. ITIL® approach and philosophy. Main concepts.
  • IT services and services strategy definition.
  • IT governance. Introducing the management service and its life cycle.

2
The five modules of ITIL® v3

  • Strategy strategy.
  • Service Design.
  • Service Transition.
  • Service Operation.
  • Continual Service Improvement.

3
The services management process

  • The service management control process.
  • The resolution process.
  • The processes of service delivery.
  • Relations management process.
Exercise
Case studies presentation : defining the importance of IT Service Management.

4
ISO / IEC 20000 basic introduction

  • Comparison between ISO / IEC 20000 and ITIL® v3. Basic principles and elements ISO / IEC 20000.
  • Aligning Business / IT. The ISO / IEC 20000 for organizations.
  • Implementation risks.

5
ISO / IEC 20000 scope and use

  • ISO / IEC 20000 scope and structure Part - 1.
  • ISO / IEC 20000 scope and structure Part - 2.
  • Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2.
  • ISO / IEC 20000 scope and structure Part - 3.
Exercise
Presenting concrete examples to clearly define the perimeters of each party ISO / IEC 20000.

6
ISO / IEC 20000 Global Management System

  • ISO / IEC 20000 terms and définitions.
  • How to use the 4 P.
  • The service management system.
  • Planning and implementation of service management.
  • The design and transition of new or changed services.
Exercise
Overall presentation of the different phases of the IT service management.

7
ISO / IEC 20000 scope and applicability

  • The organization.
  • Corporate governance and its relationship with IT.
  • IT service management.
  • Exam preparation.
Hands-on work
Certification exam.


Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class