Glenfis Trainings on
ISO/20000

  
eLearningPublicInhouse

ISO/IEC 20000 Practitioner

Advanced seminar for the understanding, planning and implementation of IT service management processes in the context of the application and implementation of ISO 20000.
Details
eLearningPublicInhouse

ISO/IEC 20000 Foundation

Practically-oriented basic course that teaches the relationships between the ISO/IEC 20000 standard and IT service management, as well as with best practices in IT service management.
Details
eLearningPublicInhouse

ISO/IEC 20000 Auditor

Preparatory course for auditors towards the implementation of ISO/IEC 20000 certification.
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ISO/IEC 20000 Practitioner  [P-I20P3]

eLearningPublicInhouse

Course topic

As an international standard for IT service management, ISO/IEC 20000 lays out an integrated set of management processes that are important for businesses and their customers for effective service delivery.

ISO/IEC 20000, which is aligned with and complements the process approach defined in ITIL®, comprises a range of components:

  • ISO/IEC 20000-1:2011 (part 1) contains the formal specification of the standard and lays out the requirements for a service management system.
  • ISO/IEC 20000-2:2012 (part 2) provides guidelines for the implementation of service management systems and includes best practices for service management processes within ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (part 3) contains guidelines on the definition of scope and the applicability of part 1.

As a practitioner, you must identify and explain potential issues in terms of applicability, suitability and requirements. This enables you to participate in suitability evaluations and certification audits and to assist in the deployment of a continuous improvement process.

You will recognise the need to plan and implement IT service management processes and will compile reports on IT services and the key performance indicators of IT service management processes.You will plan and organise regular inspections, assessments and audits, and develop plans for continuous service improvement.

Training Objectives

  • Introduction and development of ISO 20000
  • The ISO 20000 certification scheme
  • ISO 20000: Overview, terminology, processes and objectives
  • ISO/IEC 20000:1-2011 part 1 in detail: The specification for service management
  • ISO/IEC 20000:2-2012 part 2 in detail: The code of practice for service management
  • Application of ISO 20000
  • Implementation of ISO 20000
  • Preparation for a formal audit
  • The role of the service management toolset in certification
  • Definition of the suitability and scope of ISO 20000 certification

Training Preconditions

Participants of this seminar need the ISO/IEC 20000 Foundation

Target group

  • IT managers
  • ISO2000 project managers
  • ISO2000 project employees
  • IT quality managers
  • IT consultants
  • External and internal IT controllers/auditors

Certificate

ISO/IEC 20000 Practitioner Zertifikat, awarded by APMG

Documents

ISO/IEC 20000 Practitioner folder including:

  • Student Workbook
  • Sample exams
  • ITSM & CMDB overview poster

Book: Praxishandbuch für Service Management und IT-Governance (only in German courses)

Please note:

The official ISO standards

“ISO/IEC 20000-1:2011 IT Service Management - Part 1: Specification" and

“ISO/IEC 20000-2:2012 IT Service Management - Part 2: Code of practice"

cannot be handed out due to copyright reasons. The documents will be made available during the course. Nevertheless we recommend that you buy these documents in advance and use them to prepare for the course.

Public

Public    ISO/IEC 20000 Practitioner

Start End Duration Location Language Price CHF Status
Start03.04.2017 End05.04.2017 Duration3 days Location LanguageDE Price CHF2'800.- StatusBook
Start09.10.2017 End11.10.2017 Duration3 days Location LanguageDE Price CHF2'800.- StatusBook
Start11.12.2017 End13.12.2017 Duration3 days Location LanguageDE Price CHF2'800.- StatusBook
Plus certification fee (optional) in the amount of 300.-
Inhouse

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch?subject=Informationen to ISO/IEC 20000 Practitioner Seminar of Glenfis AG

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ISO/IEC 20000 Foundation  [P-I20F3]

eLearningPublicInhouse

Course topic

The internationally recognised standard and quality certification for IT service management is ISO/IEC 20000. Taking its basis from ITIL®, it serves as a cornerstone of IT governance whilst ensuring compliance with standards and security. At the foreground is the continuous optimisation of service quality and the adaptation of IT services to changing business requirements.

ISO/IEC 20000 encompasses the following components:

  • ISO/IEC 20000-1:2011 (part 1) contains the formal specification of the standard and lays out the requirements for a service management system.
  • ISO/IEC 20000-2:2012 (part 2) provides guidelines for the implementation of service management systems and includes best practices for service management processes within ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (part 3) contains guidelines on the definition of scope and the applicability of part. 1

These three parts are complemented by various other components with instructions and information on specific aspects and application areas of the respective standards.

In this foundation course you will learn the relationship between the ISO/IEC 20000 standard and IT service management, and utilise the best practices of IT service management towards the implementation of appropriate methods within a company.

Training Objectives

  • ISO 20000: Overview, terminology, processes and objectives
  • General requirements for the service management system (SMS)
  • Resource management
  • Document management
  • Implementation and improvement of the SMS
  • Design and transition of new or changed services
  • Service delivery processes
  • Relationship processes
  • Resolution processes
  • Control processes
  • Preparation for formal audits (certification scheme)
  • The role of the service management toolset in certification
  • Definition of the suitability and scope of the ISO 20000 certification

Training Preconditions

No formal prerequisites necessary.

Target group

  • IT managers
  • IT service management personnel
  • IT consultants
  • Employees involved in the implementation of ISO20000

Certificate

ISO/IEC 20000 Foundation Zertifikat, awarded by APMG

Documents

ISO/IEC 20000 Foundation folder including:

  • Student Workbook
  • Sample exams
  • ITSM & CMDB overview poster

Please note:

The official ISO standards

“ISO/IEC 20000-1:2011 IT Service Management - Part 1: Specification" and “ISO/IEC 20000-2:2012 IT Service Management - Part 2: Code of practice"

cannot be handed out due to copyright reasons. The documents will be made available during the course. Nevertheless we recommend that you buy these documents in advance and use them to prepare for the course.

Public

Public    ISO/IEC 20000 Foundation

Start End Duration Location Language Price CHF Status
Start21.08.2017 End23.08.2017 Duration3 days Location LanguageDE Price CHF2'200.- 1'650.- StatusBook
Start30.10.2017 End01.11.2017 Duration3 days Location LanguageDE Price CHF2'200.- StatusBook
Plus certification fee (optional) in the amount of 300.-
Inhouse

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back

ISO/IEC 20000 Auditor  [P-I20A2]

eLearningPublicInhouse

Course topic

ISO/IEC 20000 is an international standard for IT service management and lays out an integrated set of management processes that are important for businesses and their customers for effective delivery.

ISO/IEC 20000, which is aligned with and complements the process approach defined in ITIL®, comprises a range of components:

  • ISO/IEC 20000-1:2011 part 1) contains the formal specification of the standard and lays out the requirements for a service management system.
  • ISO/IEC 20000-2:2012 (part 2) provides guidelines for the implementation of service management systems and includes best practices for service management processes within ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (part 3) contains guidelines on the definition of scope and the applicability of part. 1

As an auditor, this course prepares you for the implementation of ISO/IEC 20000 certifications. As a candidate, you must demonstrate an understanding of the principles of IT service management as well as the contents of the standards ISO/IEC 20000-1: 2011 (part 1).

Training Objectives

  • ISO 20000: Overview, terminology, processes and objectives
  • General requirements for the service management system (SMS)
  • Resource management
  • Document management
  • Implementation and improvement of the SMS
  • Design and transition of new or changed services
  • Service delivery processes
  • Relationship processes
  • Resolution processes
  • Control processes
  • Preparation for formal audits (certification scheme)
  • The role of the service management toolset in certification
  • Definition of the suitability and scope of ISO 20000 certification

Training Preconditions

The course is aimed at experienced internal or external auditors (working for a RCB). This training does not cover audit techniques or issues surrounding preparaing an organization for an audit. Internal auditors involved in such preparation may find the 3-day ISO/IEC20000 Practitioners course more appropriate (although that has other pre-requisites)

The pre-requisites for this course are at least 3 years’ general auditing experience and must also be either:

– certified ISO9000, ISO27001 or TickIT auditor, or
– certified internal auditor

Attendees with an ITIL service management qualification will be at an advantage although this is not a pre-requisite.

Target group

  • External auditors working for certification authorities.
  • Internal auditors who want to internally review the compliance of ISO/IEC 20000 requirements.

Certificate

ISO/IEC 20000 Auditor Zertifikat, awarded by APMG

Documents

ISO/IEC 20000 Auditor folder including:

  • Student Workbook
  • Sample exams
  • ITSM & CMDB overview poster

Please note:

The official ISO standards

“ISO/IEC 20000-1:2011 IT Service Management - Part 1: Specification" and

“ISO/IEC 20000-2:2012 IT Service Management - Part 2: Code of practice"

cannot be handed out due to copyright reasons. The documents will be made available during the course. Nevertheless we recommend that you buy these documents in advance and use them to prepare for the course.

Public

Public    ISO/IEC 20000 Auditor

Start End Duration Location Language Price CHF Status
Start21.08.2017 End23.08.2017 Duration3 days Location LanguageDE Price CHF2'200.- 1'650.- StatusBook
Start30.10.2017 End01.11.2017 Duration3 days Location LanguageDE Price CHF2'200.- StatusBook
Plus certification fee (optional) in the amount of 300.-
Inhouse

Inhouse

An internal seminar is possible, from at least six persons

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:

academy@glenfis.ch

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