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Course Length: 5 days.
Includes two one-hour exam sessions each 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 understanding of IT Service Management and how organisations can assess their delivery of IT Service Management against best practice processes defined in ISO/IEC 20000. Furthermore, this course will prepare, empower and motivate students to contribute to the management and delivery of high quality and cost-effective IT services in their organisations. 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 both the ITIL Foundation certificate and ISO/IEC 20000 Foundation Certificate examinations.

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 together with the best practice guidelines offered by the ITIL framework.

Outline

1. Introduction to ISO/IEC 20000
2. Support, Control and Delivery of IT Services
3. Alignment of IT and Business
4. Management and Improvement of ITSM Processes
5. ITIL Service Lifecycle
6. Class Exercises and Simulation
7. Continual Service Improvement