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Course Description
This 2-day, competency-based BSI course on “ISO 20000-1:2011 Requirements” teaches a general understanding of the concepts of the ISO 20000-1:2011 standard and how it provides a framework for the adoption of an integrated process approach to effectively deliver information technology services to meet business and customer requirements.
An experienced instructor explains the clauses of ISO 20000-1:2011 in detail, providing a base for understanding the process approach and includes auditing the requirements of the standard. Students learn by participating in group exercises and in-depth discussions.
This course covers the RABQSA TPECS IT – Information Technology Service Management Systems Competency Unit whose outcomes are certified by RABQSA. Attendees successfully completing this course receive a Certificate of Attainment for this RABQSA Competency Unit.
Learning Objectives
- Understand IT service management definitions, concepts, and guidelines
- Understand the purpose of the ISO 20000 series of standards
- Understand the role of IT service management processes
- Understand the requirements of the ISO 20000-1:2011 standard
- Understand the process approach
- Auditing to requirements
- How to identify nonconformities
- Purpose and content of an audit report
Course Materials
Students receive comprehensive course manuals with reference materials.
Audience
- Any individual requiring a working knowledge and understanding of ISO 20000-1 standard
- IT service process owners
- Auditors
- ISO Coordinators and Management Representatives
Prerequisite
A prior review of the ISO 20000-1:2011 and ISO 20000-2:2005 standards and knowledge of IT service practices are suggested for this course.
Duration
The course is taught as a two-day class.
Class Hours
Day 1: 8:00 AM – 5:30 PM
Day 2: 8:00 AM – 3:30 PM
Fee
The class is $1295 per student. To confirm your enrollment, pre-payment will be required.
Early Bird Discount
If you pay at least 60 days in advance, you will receive a $100 discount, reducing the fee to $1195.
Logistics
There is a written test at the end of Day 2 of this course. Detailed exam instructions will be provided. A Certificate of Attainment in the IS competency unit will be provided for students who are deemed “Competent” for the IS competency unit. Certificates of Attendance are provided to those who do not pass the competency test. Students will be given the opportunity to retake the test.
Contact
If you have any questions about this course, please call us at 770-517-7944 or send an e-mail to Larry@WhittingtonAssociates.com
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