ISO/IEC 20000 IT Service Management

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What is ISO/IEC 20000?

ISO/IEC 20000 is recognized as the first international standard for IT service management, which states the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS. The standard includes two main parts which enable IT service providers to identify methods to develop the quality of the services they deliver to their clients, both internally and externally whereby,

  • Part 1 specifies the requirements for developing and implementing an IT Service Management System and;
  • Part 2 includes guidance on the application of service management systems within the scope of ISO/IEC 20000-1.

Why is IT service management important for you?

Build up your skills and help your organization to successfully undergo the ISO/IEC 20000 procedures and the implementation of an effective IT service management system. When implementing an effective ISO/IEC 20000 you demonstrate your ability to design, deliver and improve the services. ISO/IEC 20000 certificate demonstrates your determination to achieve a certain level of professionalism and trustworthiness.

Benefits of ISO/IEC 20000 IT service management

The benefits that you will gain upon the successful completion of ISO/IEC 20000 certification include the following:

  • Improved credibility
  • Increased client satisfaction
  • Increased comprehension of business objectives
  • Improved brand reputation
  • Development of new capabilities
  • Leveraged ITIL experience
  • Increased ability to plan and control
  • Reducing response time
  • Decreased incidents
  • Creates a culture of continuous improvement
  • Gain competitive advantage

How do I get started with ISO/IEC 20000 Training?

Choosing the certification body that offers the finest qualitative training can be challenging. Our training is uniquely designed to meet individual and organization needs.  A PECB certification reflects safety, reliability and superior quality. If you are keen to be part of a global network and boost your knowledge, then our experts are here to help you.

ISO/IEC 20000 training courses available

If you are eager to take your expertise one step further, PECB has the right training for you. Learn more about IT service management through the PECB ISO/IEC 20000 training course. Find below the training that best suits you:

ISO/IEC 20000 Introduction Training

Why should you attend?

ISO/IEC 20000 Introduction training course enables you to comprehend the fundamental concepts of an IT Service Management System (ITSMS).

By attending the ISO/IEC 20000 Introduction course, you will understand the importance of an IT Service Management System and the benefits that businesses, society and governments can obtain.

Who should attend?

  • Individuals interested in IT Service Management
  • Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)

ISO/IEC 20000 Foundation – Training, Examination, and Certification

Why should you attend?

ISO/IEC 20000 Foundation training enables you to learn the basic elements to implement and manage an IT Service Management System (ITSMS) as specified in ISO/IEC 20000. During this training course, you will be able to understand the different modules of an ITSMS, including ITSMS policy, procedures, performance measurements, management commitment, internal audit, management review and continual improvement.

After completing this course, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Foundation” credential. A PECB Foundation Certificate shows that you have understood the fundamental methodologies, requirements, framework and management approach.

Who should attend?

  • Individuals involved in IT Service Management
  • Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)
  • Individuals interested to pursue a career in  IT Service Management

ISO/IEC 20000 Lead Implementer – Training, Examination and Certification

Why should you attend?

ISO/IEC 20000 Lead Implementer training enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining an IT Service Management System (ITSMS) based on ISO/IEC 20000. During this training course, you will also gain a thorough understanding of the best practices of IT Service Management Systems and consequently improve an organization’s IT processes and/or services, effectiveness and overall performance.

After mastering all the necessary concepts of IT Service Management Systems, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer Certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement ISO/IEC 20000 in an organization.

Who should attend?

  • Managers or consultants involved in IT Service Management
  • Expert advisors seeking to master the implementation of an IT Service Management System
  • Individuals responsible for maintaining conformance with ITSMS requirements
  • ITSMS team members

ISO/IEC 20000 Lead Auditor – Training, Examination and Certification

Why should you attend?

ISO/IEC 20000 Lead Auditor training enables you to develop the necessary expertise to perform an IT Service Management System (ITSMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.

After acquiring the necessary expertise to perform this audit, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Auditor” credential. By holding a PECB Lead Auditor Certificate, you will demonstrate that you have the capabilities and competencies to audit organizations based on best practices.

Who should attend?

  • Auditors seeking to perform and lead IT Service Management System (ITSMS) certification audits
  • Managers or consultants seeking to master an IT Service Management System  audit process
  • Individuals responsible for maintaining conformance with ITSMS requirements
  • Technical experts seeking to prepare for an IT Service Management System audit
  • Expert advisors in IT Service Management
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