SM-7020: Understanding ISO/IEC 20000-1:2005

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Course Description: ISO/IEC 20000-1:2005 is the ISO Standard for IT Service Management. It provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet business and customer requirements. This intensive 1-day course provides students with the necessary understanding of the ISO/IEC 20000-1:2005 requirements. The course also discusses the benefits of implementing an IT Service Management system and how conformity to ISO/IEC 20000-1:2005 will impact the day-to-day operations of IT personnel and the organization as a whole. Additionally, the course discusses the differences between BS 15000-1:2002 and ISO/IEC 20000-1:2005.

Who Should Attend? Staff tasked with managing, implementing, or operating within an IT Service Management system. Consultants and others who wish to gain an understanding of ISO/IEC 20000-1:2005

Format: 1-day, Interactive classroom lecture.

Curriculum:

• Understand the Purpose of ISO/IEC 20000-1:2005
• Understand the role of Service Management Processes
• Understand the individual requirements of ISO/IEC 20000-1:2005 and hwo they apply to IT Service Management Systems
• Learn basic ISO/IEC 20000-1:2005 implementation steps
• Understand the ISO/IEC 20000-1:2005 certification scheme

Prerequisites: This is an introductory course designed for individuals with little or no previous knowledge of ISO/IEC 20000-1:2005. However, basic knowledge of IT service management is highly recommended.

Examination: None.

Reference Materials : Each student receives comprehensive course manuals with reference materials, including: Copy of ISO/IEC 20000-1:2005 and ISO/IEC 20000-2:2005.

Price: $595 (through 06/30/2007)

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