ISO 20000 Practitioner
Details
The purpose of the Practitioner qualification is to confirm whether the candidate has achieved sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations
in conforming to the requirements of ISO/IEC 20000-1, and achieving and retaining ISO/IEC 20000 certification.
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 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.
- Introduction and background
- Content and use of ISO/IEC20000-1
- Applicability and definition of certification scope
- Use of ISO/IEC20000-1
- Service Management System
- Managing new and changed services
- Service Delivery processes
- Relationship processes
- Resolution processes
- Control processes
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Use of ISO/IEC20000-2
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Service Management System
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Managing new and changed services
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Service Delivery processes
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Relationship processes
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Resolution processes
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Control processes
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Organisations involved in ISO
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Sample exam
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The formal course is based on a set of lectures supported by slides, student handbook, exercises and sample examination questions. This course consists of a student manual that expand on the topics covered in the lectures. Students should use this material
to prepare for the exam.
The pre-requisite for this qualification is either the APMG ISO/IEC 20000 Foundation or an ITIL Foundation qualification. The APMG ISO/IEC 20000 Foundation course is specifically designed as preparation for this Practitioner qualification.
- 3-hour, scenario based objective test examination
- 4 questions – each worth 20 marks
- The pass mark is 50% (40 marks).
- Delegates are expected to have a copy of ISO/IEC 20000-1 standard available for reference (No other reference material is allowed).
Tomwim is positioned as one of the prestigious Corporate Training organization in West Africa. Tomwim offers the management best practices training and consultancy with processes constantly updated to adapt to the changing global needs. Increasing demand for high quality training and certification has interested Tomwim to offer its services to interested learners in West Africa.
Tomwim, expertise is in IT Governance and IT Service Management and its role in helping one achieve peak of success in their chosen paths. This philosophy is to rebuild the walls of West Africa. Tomwim target is to bridge the gap between IT Technical Jobs and industry needs thus developing a function and process focused workforce.
Tomwim mission is to continually add value by driving updated solutions for the latest ITSM training and business organisation needs, supported by services from agile, versatile and knowledgeable team. Tomwim trained personnel are placed across all business industry with the hope to reposition their Organisation. ...
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