http___www.itsm.hr_edukacija-seminari-radionice-e-learning_iso-20000-foundation__1.xml
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ISO/IEC 20000 Foundation Training & Certification Course Description: Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO/IEC20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements. ISO/IEC20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard. This course provides a basic insight in the specifications and code of practice for ISO/ IEC20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005). Some of the main differences are as follows: - closer alignment to ISO 9001 - closer alignment to ISO/IEC 27001 - change of terminology to reflect international usage - clarification of the requirements for the governance of processes operated by other parties - clarification of the requirements for defining the scope of the SMS - clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services - introduction of new requirements for the design and transition of new or changed services Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification. Course and Learning Objectives: At the end of this course the student will be able to understand the scope, objectives and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process. Specifically, the student will understand: - The background to ISO/IEC 20000 - The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used - The key terms and definitions used - The fundamental requirements for an SMS and the need for continual improvement - The processes, their objectives and high level requirements in a typical IT service provider scenario - Applicability and scope definition requirements - The purpose of internal and external audits, their operation and the associated terminology - The operation of the APMG Certification Scheme - The relationship with best practices and related standards Delivery: Classroom Course Approach: Participants will learn the principles and core elements of the ISO/IEC 20000 standard for IT Service Management. An interactive approach is used combining lecture, discussion and handouts to prepare participants for the ISO/IEC 20000 Foundation certification exam. Course Student Material: Students will receive a ISO/IEC 20000 Foundation classroom workbook containing all of the presentation materials, course notes and sample exams. Reference Materials: Additional reference materials are not required for this course. Prerequisites: There are no pre-requisites for this course, although a basic knowledge of Service Management concepts is recommended. Target Audience: Staff working within an IT service provider organization who require a basic understanding of the standard, Staff working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
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ISO 20000 edukacija i certifikacija: ISO 20000 Foundation ISO 20000 je međunarodni standard za IT Service Management ( ITSM). ISO 20000 dokazuje da nositelj certifikata posluje u skladu s najboljim poznatim praksama IT Service Managementa. Iako baziran je na ITIL-u, ISO 20000 ne postavlja IT Service Management-a prema ITIL-u kao nužan uvjet za dobivanje certifikata. ISO 20000 Foundation seminar je dio ISO/IEC 20000 certifikacijske sheme. Seminar interaktivnim pristupom tj. kombinacijom predavanja, diskusija i radnih materijala polaznike priprema za ISO/IEC 20000 Foundation certifikacijski ispit Osnovni ciljevi seminara su upoznavanje s osnovnim konceptima norme ISO 20000, mogućostima primjene u praksi (uključujući koristi i izazove koje takva implementacija uključuje), kao i upoznavanje sa procesima revizija i certifikacija vezanih uz ISO 20000 normu. Seminar, prateći zahtjeve za polaganje pripadnog ispita, pokriva slijedeće cjeline: - Razumjevanje definicija i principa upravljanja kvalitetom u sklopu Service Management-a - Razumjevanje pozicije koju ISO/IEC 20000 ima u svijetu Service Management-a - Specifikacije kvalitete Service Management-a - Pravila (kodeks) struke Service Management-a Kroz navedene cjeline pokriveni su uz znatan obim pojmova, definicija i odnosa i slijedeći IT Service Management procesi tj. zahtjevi koje bi ti procesi trebali ispunjavati kako bi zadovoljili normu ISO 20000. - Trajanje seminara: 3 dana - Pretpostavke: osnovno znanje o IT-u i procesima u IT-u, engleski jezik - Seminar je namjenjen: svima u IT-u - Ispit: 1 sat, zatvorena knjiga, 40 multiple-choice pitanja, za prolaz potrebno 65%, engleski jezik - Certifikat: Da - Jezik predavanja: hrvatski (literatura je na engleskom jeziku) Polaznici u sklopu seminara imaju organizirane tople napitke i osvježenja (kava, čaj, voda) te ručak.