ISO 20000 Foundation ISOF
The ISO/IEC 20000 Foundation Certification – I20000F provides fundamental knowledge of the requirements for implementing and maintaining an IT Service Management System (SMS). This international standard is essential for those aiming to ensure efficient IT service delivery aligned with best practices.
ADDRESSED TO
IT professionals, auditors, consultants, engineering students, and anyone interested in IT service management.
PURPOSE
- Understand the principles of the ISO/IEC 20000-1 standard.
- Identify the requirements for a Service Management System (SMS).
- Become familiar with key SMS terms and concepts.
- Explore opportunities for continual improvement of the system.
- Prepare for the ISO 20000 Foundation certification exam.
MAIN TOPICS
Module 1: Introduction and Background
- History and evolution of ISO/IEC 20000
- Recent changes to the standard
Module 2: What is an SMS?
- Definition of a Service Management System
- Purpose and scope
Module 3: Terms and Definitions
- Official glossary
- PDCA cycle and ISO/IEC 20000-1 structure
Module 4: Organizational Context
- Environment analysis
- Identification of interested parties
- Defining the scope of the SMS
Module 5: Leadership
- Leadership and commitment
- Management system policy
Module 6: Planning
- Risk and opportunity management
- SMS objectives and planning
Module 7: Support
- Resources and competencies
- Communication and documentation
Module 8: Operation
- Operational control
- Key processes: Portfolio, Offer and Demand, Resolution, Assurance, etc.
Module 9: Performance Evaluation
- Monitoring and analysis
- Internal audits
- Reporting and reviews
Module 10: Continual Improvement
- Nonconformities
- Corrective actions
- Continual improvement approach
Annex: Terms and Glossary
- Specific terms related to ISO 20000 and management systems
Duration:
Duración:
60 minutos
Number of questions:
40 Preguntas
Minimum passing:
60%
Available languages:
English, Spanish, Portuguese
Second chance (free):
SI
Take your exam online.
$100.00
