1
Basic Introduction to ISO / IEC 20000
- The principles and the basic elements of the ISO / IEC 20000.
- The definition of IT services. The management of IT services. Aligning Business / IT.
- The context and relationships. The ISO / IEC 20000 for organizations.
- Risk implementation.
Group discussion
Discussion about key terms and définitions.
2
Scope and use of ISO / IEC 20000
- Scope and structure of ISO / IEC 20000 Part - 1.
- Scope and structure of ISO / IEC 20000 Part - 2.
- Scope and structure of ISO / IEC 20000 Part - 3.
Exercise
Presenting concrete examples to properly define the perimeters covered the ISO / IEC 20000.
3
Overall management system
- ISO / IEC 20000, terms and définitions.
- Comparison between ISO / IEC 20000 and ITIL® v3.
- IT governance definition.
- How to use the 4 P.
- The service management system.
- Planning and implementation of service management.
- The design and transition of new or changed services.
Exercise
Overall presentation of the different phases of the IT service management.
4
The services management process
- The service management control process.
- The resolution process.
- The processes of service delivery.
- Relations management process.
Exercise
Presentation of specific cases to define the importance of IT Service Management.
5
ISO / IEC 20000-2
- Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2.
- Good Practice Guide.
6
The scope and applicability
- The organization.
- Corporate governance and its relationship with IT.
- IT service management.
7
Succeed and maintain the ISO / IEC 20000 certification
- How successful certification ? How to maintain certification ?
- 7 Steps to certification. Tools.
- APMG exam preparation ISO / IEC 20000 Foundation.
Hands-on work
Passing the certification exam.
3d
- 21h00 
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