APMG – ISO/IEC 20000 Practitioner 3 Days Training in Detroit, MI

APMG – ISO/IEC 20000 Practitioner

Course Description

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme.

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.

Course Topic:

●      Introduction

●      Overview of ISO/IEC 20000

●      Overall Management Requirements

●      Group Assignment 1

●      Service Delivery Processes

●      Service Delivery Processes

●      Multiple-Choice Sample Paper

●      Review Paper 1

●      Review Paper 2

●      Relationship Processes

●      Resolution Processes

●      Control Processes – Configuration Management

●      Control Processes – Change Management

●      Release Process

●      Planning and implementation

●      Review Paper 2

●      Scoping and Eligibility

●      Mock Examination

●      Mock Examination Review

●      Course Summary and Evaluation

●      Examination

Learning Goals:

Operations Managers

Course Agenda:

Day 1

●      Registration

●      Introduction

●      Overview of ISO/IEC 20000

●      Break

●      Overall Management Requirements

●      Lunch

●      Group Assignment 1

●      Service Delivery Processes

●      Break

●      Service Delivery Processes

●      Multiple-Choice Sample Paper 1

●      Review Paper 1

●      Close

●      Homework – Multiple-Choice Sample Paper 2

Day 2

●      Review Paper 2

●      Relationship Processes

●      Break

●      Resolution Processes

●      Control Processes – Configuration Management

●      Control Processes – Change Management

●      Release Process

●      Break

●      Planning and implementation

●      Close

●      Homework – Multiple-Choice Sample Paper 2

Day 3

●      Review Paper 2

●      Scoping and Eligibility: Group Assignment 2

●      Break

●      Mock Examination (Written)

●      Lunch

●      Mock Examination Review

●      Course Summary and Evaluation

●      Break

●      Examination

●      Close