ISO/IEC 20000

It is important to note that ISO/IEC 20000 IT Service Management Foundation Certification is not a different version or flavor of the ITIL Foundation Certification.

How Does ISO/IEC 20000 Differ from ITIL?

The main focus of ISO/IEC 20000 is on the understanding and development of a service management system (SMS).  The SMS is the unique feature that allows organizations to successfully adopt and adapt service management.  It is also the feature that differentiates ISO/IEC 20000  from ITIL. 

Does it Help to Know ITIL or be ITIL Certified?

Being ITIL Foundation Certified or knowledgeable provides a great background for individuals getting  started in ISO/IEC 20000. However,  In ISO/IEC 20000 you will learn how to manage your initiative.  If you want to become ISO/IEC 20000 Certified, you will need to take this class or have equivalent knowledge and fully understand the standard  in order to pass the exam.   Being ITIL Foundation Certified will not prepare you to pass the ISO/IEC 20000 exam.

What Does this Course Cover?

This course identifies the essential components of IT Service Management that meet the ISO/IEC 20000 standard. It discusses defining and agreeing to service requirements, planning resources to meet business outcomes, supporting service delivery and providing value for the customer and the service provider so you can make the necessary changes in your organization to have a positive impact on the services you provide.

The Foundation course provides key information and concepts for IT Service Management based on ISO/IEC 20000 as well as its relationships with other areas of information management so you can connect the information to what you’ve previously learned about ITSM. It builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management so your team can work more effectively together and have a stronger impact. We place emphasis on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000 in order to properly prepare you for the Foundation exam.

Once you have completed ISO/IEC 20000: IT Service Management Foundation and successfully passed the exam, you will want to take the ISO/IEC 20000 : IT Service Management Associate course. This course builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context. The Associate has a much more ‘global’ view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation.

The course teaches to the current standards: ISO/IEC 20000-1 and SO/IEC 20000-2:2012.

Module 00: ISO/IEC 20000: IT Service Management Foundation-Course Introduction

Module 01: Managing the Service: Somebody Has to Do It
• What is quality and why it is important?
• What is an IT service?
• The factors Needed to Provide an IT service
• The Benefits and Characteristics of a Process-Based Approach
• The Concept of IT Service Management
• The Benefits and Risks of IT Service Management
• The Role of Tools Used Within IT Service Management
• The  Principles of Continual Improvement and the Applications of the PDCA Cycle
• Exercise: ITSM and Failure

Module 02: Everything has to fit together in ITSM!
• The purpose and benefits of ISO/IEC 20000
• The Parts of 20000
• The Deming Cycle – PDCA

Module 03: Complimentary Frameworks Part 1
• ITIL
• CobiT 4.1
• CobiT 5
• Six Sigma

Module 04: Complimentary Frameworks Part 2
• CMMI
• ISO 90001
• ISO 27001
• ISO 38500
• The New Technologies

Module 05: Service Management as a Global System
• Critical Terms
• General Requirements
• Documentation!
• Resource Management

Module 06: Plan, Do, Check, Act (PDCA)
• Deming applied to 20000
• Audits and Reviews
• The SMS Applied

Module 07: Service Design and Transition
• Planning the new or changed service
• Designing the new or changed service
• Transitioning the new or changed service
• Removing the obsolete service
• Exercise: Design a Sandwich Shop

Module 08: Service Delivery Processes Part 1
• Service Level Management
• Service Reporting
• Continuity and Availability

Module 09: Service Delivery Processes Part 2
• Budgeting and Accounting
• Capacity
• Information Security
• Exercise: Measuring Sandwiches

Module 10: Relationship, Relationship: One of the Secrets of Success!
• The Customer!
• The Supplier!
• Supply Chain Relationships

Module 11: Resolution Including Service Requests
• Incident
• Service Request
• Priority!?
• Problem Management

Module 12: Control, Vital but with Little Glamour
• It’s all about the parts
• It’s all about the control
• Putting them together
• Exercise: Adding a New Line of Business

Module 13: Deployment
• Release of the service
• Controlling the release
• Connecting to Parts and Control

Module 14: Exam Tips

None

The ISO/IEC 20000: IT Service Management Foundation Bridge course offers you an expedited method of learning about ISO/IEC 20000, the international family of standards around Service Management, by recognizing your ITIL® Foundation certificate. Learn what needs to be in place to manage the Service Management processes and initiatives, and the contents, requirements and use of a Service Management System (SMS). Explore the fundamental concepts around what you ‘must’ do in an adapt and adopt initiative in Service Management.

The course teaches to the current standards: ISO/IEC 20000-1 and SO/IEC 20000-2:2012.

Mod 00: ISO/IEC 20000: IT Service Management Foundation Bridge - Course Introduction

Mod 01: Managing the Service: Somebody Has to Do It

• What is quality and why it is important?
• What is an IT service?
• The factors Needed to Provide an IT service
• The Benefits and Characteristics of a Process-Based Approach
• The Concept of IT Service Management
• The Benefits and Risks of IT Service Management
• The Role of Tools Used Within IT Service Management
• The Principles of Continual Improvement and the
• Applications of the PDCA Cycle
• Exercise: ITSM and Failure

Module 02: Everything has to fit together in ITSM!

• The purpose and benefits of ISO/IEC 20000
• The Parts of 20000
• The Deming Cycle – PDCA
• Hand Out: Front page &index 20000-1

Module 03: Complimentary Frameworks Part 1

• ITIL
• CobiT 4.1
• CobiT 5
• Six Sigma
• Hand-Out: Front page &index 20000-2

Module 04: Complimentary Frameworks Part 2

• CMMI
• ISO 90001
• ISO 27001
• ISO 38500
• The New Technologies

• Hand-Out: Front page & index 38500

Module 05: Service Management as a Global System

• Critical Terms
• General Requirements
• Documentation!
• Resource Management
• Hand-Out: 1 page extract of “3 Terms & definitions”

Module 06: Plan, Do, Check, Act (PDCA)

• Deming applied to 20000
• Audits and Reviews
• The SMS Applied

Module 07: Design & Transition of New or Changed Services and Service Delivery

• From a high-level perspective review basic concepts around:
  • Design and Transition activities
  • Service Delivery Processes (SLM, Service Reporting, CapM, Availability and Continuity, Budgeting and Accounting, Information Security Management )

Module 08: Relationship and Resolution Processes

• From a high-level perspective, review basic concepts around:
  • BRM and Supplier Management
  • Incident/Service Request Management, Problem Management

Module 09: Control Processes

• From a high-level perspective, review basic concepts around:
  • Configuration Management, Change Management, Release and Deployment Management

Module 10: Exam Tips 

• What you need to know
• Exam Format
• Exam Tips

An ITIL® Foundation certificate (any version).

This course specifically describes the practical activities and competencies of the Associate-level member of an IT organization. This skill set builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context so you can begin to apply this knowledge in your workplace. The Associate has a much more ‘global’ view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation so you can manage your bigger picture more effectively.

This course is strongly focused on the install, plan, do and check activities of Deming’s PDCA cycle and supporting the elements of audit and improvement (act) so you can put your plans into action.  

In order to qualify for the exam, you will need to purchase and have successfully completed three (3) Practical Assignments:

• Assignment in planning the provision of services
• Assignment in managing the provision of services
• Assignment in measuring, monitoring and reporting on the provision of services

To take this course for certification, you need to have completed the Practical Assignments to receive the Completion form, and taken ISO/IEC 20000: IT Service Management Foundation and have successfully passed either the ISO/IEC 20000 Foundation or the ITIL Foundation exam.

The course teaches to the current standards: ISO/IEC 20000-1 and SO/IEC 20000-2:2012.

Module 00: ISO/IEC 20000: IT Service Management Associate-Course Introduction

Module 01: The Service Management System General Requirement Part 1

• Plan, Do, Check, Act (PCDA) in Service Management
• Maturity
• Management Requirements
• Service Management Plan

Module 02: The Service Management System General Requirement Part 2

• Management Requirements
• Governance
• Documentation
• Resource Management
• Key Roles

Module 03: Establish and Improve is a Must!

• Deming Principles
• Scoping
• Certification Steps

Module 04: The Service Management Plan

• Project Based Approach
• RACI Model
• Roles and Responsibilities
• The Need to write Good Policies and Objectives
• The Little Role of Tools

Module 05: Deming’s Do

• Do what you planned
• Operate the Service Management System

Module 06: Check

• Check, check, check!
• Internal Audits
• Management Reviews

Module 07: Metrics and Reporting

• Why Measure?
• Proper Reporting
• Determining CSFs and KPIs

Module 08: Continual Improvement: Act on It

• Maintain and Improve
• Improvement Model
• Improvement Related to Quality

Module 09: Design and Transition of New or Changed Services

• All about Requirements
• Risk Management and Risk Assessment
• Service Removal
• Transition of New or Changed Services
• Needed Documentation and Records
• Needed Personnel Competencies

Module 10: All about Processes

• Why have processes?
• The Benefits of Process es
• Risk in Managing Processes
• Process Integration, a Must!

Module 11: Service Level Management (SLM)

• Managing Service Levels
• Documenting Service Levels
• Service Level Management Interactions
• Service Level Measurement

Module 12: Service Reporting

• Managing Service Reporting
• Types of Reports
• Process Maintenance
• Service Reporting Measurement

Module 13: Service Continuity and Availability

• Managing Continuity and Availability
• Business Impact Analysis (BIA)
• Policy
• Plans
• Service Continuity
• Documentation
• Measurement

Module 14: Money Matters: Budget and Accounting

• Policy Matters
• Cost Types
• Cost Model
• Documentation and Measurement

Module 15: Capacity Management

• Managing Capacity
• Capacity Plan
• Documents and Records
• Measurement (not again!)

Module 16: Information Security

• Managing Security, including the People
• Security Policy
• Control
• Measurements

Module 17: Business Relationship Management

• Relationship with Service Level Management
• Customer Satisfaction
• Records
• Measurements

Module 18: Supplier Management

• Contract Management
• Managing Sub-Contractors
• Document and Records
• Measurements

Module 19: Incident and Service Request Management

• Managing Incidents
• Managing Service Requests
• Major Incidents
• Document and Records
• Measurements

Module 20: Problem Management

• • Managing Problems
• • Root Cause Analysis
• • Pro-Active Problem Management
• • Document and Records
• • Measurements

Module 21: Configuration Management

• All About Configuration Items
• Key Concepts
• Document and Records
• Measurements

Module 22: Change Management (Not Management of Change)

• Key Concepts
• Policy
• Emergency Changes
• Documents and Records
• Measurements

Module 23: Release and Deployment

• Release and Deployment Management
• Release Policy
• Release Plan
• Testing
• Documents and Records
• Measurements

Module 24: Exam Tips

• Summary of Exam Topics
• Taking multiple choice exams
• Mandatory Practical assignment

You should have taken ISO/IEC 20000: IT Service Management Foundation as a prequisite for this course. If you are sitting for the Associate exam, you will need to have:

• Passed the Practical Exercise Requirement
• Taken and passed either the IT Service Management Foundation based on ISO/IEC 20000 exam or ITSM Foundation Bridge based on ISO/IEC 20000 exam and an ITIL® Foundation exam.  To prepare for the Foundation certificate, you will need to take ISO/IEC 20000: IT Service Management Foundation.  Equivalent certificates include: ITSM Foundation Bridge based on ISO/IEC 20000 and an ITIL® Foundation.

The Side Entry to the Expert in IT Service Management Certification based on ISO/IEC 20000-1:2011 was created for ITIL® Experts so they can leverage their knowledge and skills in this field and to achieve the ITSM Expert Certification based on ISO/IEC 20000-1. The Side Entry is only available to ITIL Experts. 

The Side Entry consists of two (2) Practical Assignments. The exercises were created by Dr. Suzanne Van Hove as part of EXIN’s ITSM curriculum. A passing mark on both Practical Assignments qualifies students to sit for the EXIN ITSM Expert Exam. While taking a training course in ISO/ISE 20000 is not required, it is highly recommended that candidates gain familiarity with the Service Management System (SMS) based on ISO/IEC 20000-1 and ISO/IEC 20000-2. This knowledge can come from studying the standard, via experience or formal training (take the GogoTraining ITSM Foundation course).

In order to take the Side Entry candidates must hold the ITIL Expert Certificate. While taking a training course in ISO/ISE 20000 is not required, it is highly recommended that candidates gain familiarity with the SMS. This can be achieved either from studying the standard, via experience or formal training with GogoTraining’s ITSM Foundation course.