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Course Length: 3 days.
Includes a one-hour examination with 40 multiple-choice questions

Overview
Service providers are under increasing pressure to ensure that they continue to deliver high quality and cost-effective IT services. Whilst ITIL® offers a broad library of good practice guidance, ISO/IEC 20000 is an international standard that provides the means of assessing whether a service provider has reliable, repeatable and measurable IT Service Management best practice processes applied consistently across their organisation.

This course provides students with an introduction to service quality and the ISO/IEC 20000 standard and will prepare students to contribute to the management and delivery of high quality and cost-effective IT services in their organisations. Students will also learn to improve process quality, efficiency and customer satisfaction as well as business reputation and competitive advantage. Students will also have an accelerated learning of the course content through high-impact experiential learning provided by the Polestar simulation. Finally, this course will prepare students for the ISO/IEC 20000 Certificate examination.

Audience
This course is intended for all IT Managers, Professionals and General Staff who would like to learn about Service Quality Management and the ISO/IEC 20000 standard.

Outline

1. Introduction to Quality Management
2. Overview of the ISO/IEC 20000 Standard
3. Key Concepts, Terminology and Objectives
4. The Management System
5. Planning and Implementing Service Management
6. Resolution, Control, Release and Relationship Processes
7. ISO/IEC 20000 Eligibility and Scoping

Three rounds of the Polestar ISO/IEC20000 simulation will be played during the course

Prerequisites
Students participating in this course must have some experience with IT Service Support, IT Service Delivery or Quality Management.