EXIN ISO /IEC 20000

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Course Highlights

ITIL® 2011 Foundation & ITSM - Foundation according to ISO/IEC 20000

This is a 2 Day Program which covers ITIL® 2011 Foundation and ITSM Foundation According to the ISO / IEC 20000 . It’s a Double Delight for the Professionals as this gives the Professional an opportunity to get 2 Different Certification in the shortest time frame and minimum Investment.

A typical ITIL® Foundation gives the participant an understanding of the ITIL® framework but is incomplete as it’s focus is on the Framework . which makes the entire training experience very theoretic and boring . There are a very few take away’s from this training.

What are the issues?

  • A certification program alone is not enough to get attention
  • Despite 2 million ITIL® certificates, failed IT projects > 52% because of resistance.
  • The issue is not the framework but the people who implement the framework
  • Not much importance given to making people understand their job and making them good at it

How does ITSM Training help

  • Quality is an attitude
  • People make mistakes
  • Making mistakes is not the problem
  • Repeating mistakes is the real problem!

ITSM – Quality approach to Service Management.

 ITIL® & ITSM combo ensures that the learning experience is complete . The Professional learns the Frame work based on ITIL® and also get a practical knowledge of the Quality Approach to IT Service management based on ISO/IEC 20000.

Our program focuses on making people better at their jobs, in what they do daily.

Certifications:

ITIL® 2011 Foundation
ITSM - ISO20000 Foundtaion


ITIL® 2011 Foundation & ITSM Foundation - ISO/ IEC 20000
Program Schedule
Day 1 : ITIL 2011 Foundation
Day 2 : Revisit ITIL V3 & ITSM based on ISO / IEC 20000

Program Structure
50 % theory
50% Case Studies and Role Plays

Detailed Content:
Day 1:ITIL® Foundation
Day 2:

  • Introduction to IT Service Management
  • Content of ISO/IEC 20000, section 1-5 - basics
  • Scope
  • Terms and definitions
  • Requirements for a management system
  • Planning and implementing service management
  • Planning and implementing new or changed services
    Content of ISO/IEC 20000, section 6-10 - IT Service Management Processes
  • Resolution Process
  • Control Process
  • Release Process
  • Service Delivery Process
  • Relationship Process
  • Classification and Preview
  • ISO/IEC 20000 certification
  • Related practices and standards
  • ISO/IEC 20000 Qualification Program

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