ITIL ISO20000 Internal Consultant Certificate

Duration: 3 days

Course Overview

Managers and practitioners involved in IT Service Management will understand that the adoption of ITIL best practice delivers internal efficiencies and measurable improvements in service quality, but how do we demonstrate this? “ITIL compliant” has a hollow ring to it, but it is exactly what external customers want to see.

ISO20000 has provided the answer. The creation of this standard (including the Australian version AS8018) has delivered an ITIL based quality management standard against which organizations that are serious about ITIL, can prove compliance. On completion of a successful independent compliance audit, organizations have the right to display an internationally recognized logo that confirms they are following best practice in IT Service Management.

This itSMF* course has been developed by some of the original standard authors and covers all the important aspects of the ISO20000:

• Mandatory requirements
• How ISO20000 differs from ITIL
• What will the planning requirements be
• What will the resourcing requirements be
• How the certification process works

Successful candidates will gain the internationally recognized Consultants’ Certificate in ISO20000.

They will:

• Understand, and be able to scope certification attempts.
• Be able to effectively plan and project manage certification attempts.
• Have competency to develop / review required documents (Policies, procedures and plans).
• Appreciate the necessity of implementing procedures and having records to prove adherence.
• Be able to prepare for audit and successful re-certification.

Key Learning Outcomes

Background and Objectives:

• The background and the reasons for the creation of ISO20000
• How the certifi cation scheme operates
• The processes and objectives of ISO20000
• Understand the content and objectives of the IS020000 processes
• Be able to describe the key activities and requirements of each of the ISO 20000 disciplines

Requirements, Scoping and Use:

• Identify the overall requirements of the Service Management Plan
• Appreciate the differences between the ITIL and ISO20000 disciplines
• The use and application of ISO20000
• The eligibility and scoping of a certification attempt
• Prepare and implement plans and improvement projects for achieving ISO20000 

The Audit:

• Preparing for formal audit
• Re-certification requirements

Who will benefit

Any Service Management practitioners:

• Whose organization is contemplating ISO20000
• Whose organization is looking for a formal framework against which to measure Service
• Management advances.

Pre-requisites

The successful completion of the ITIL Foundation Course

* Please remember to quote your Foundation Certificate number when booking your course.

How This Course Delivers Value

Over three days, candidates gain a solid understanding of the standard and complete exercises in scoping that will be directly transferable to kick-start their own certification efforts.

Candidates will learn not only the requirements of the standard, but learn from the hands on experience of consultants who have successfully coached organizations through the certification.

This experience will demystify:

• Required documents
• Registered Certification Organizations
• The audit
• Maintaining momentum

Even for organizations that are not actually looking to achieve the standard in the near future, understanding and using the standard as a benchmark is a valid approach to continuous improvement.