Introdução

This three-day, APMG ISO/IEC 20000 Foundation course, allows participants to acquire the fundamental knowledge about the content and high level requirements of the ISO/IEC 20000 standard, and understands at a foundation level how the standard operates in a typical service provider organization. Possession of the Foundation Certificate is also one of the pre-requisites for the Practitioner qualification.

Metodologia

This training is based on both theory and practice:

Presentation of the subjects, content and group discussions;

Mock/Simulation exam as preparation for the completion of the certification exam

To benefit from the practical exercises, the number of training participants is limited

Destinatários

This course is aimed at those who are:

Working within a service provider organization that requires a basic understanding of the standard.

Working within an organization with an Service Management System (SMS), whether the organization is already certified or is considering certification to ISO/IEC 20000.

Preparing for the APMG ISO/IEC 20000 Practitioner qualification

Pré-Requisitos

There are no pre-requisites for this course.

Objectivos Gerais

At the end of the course the participant should understand:

The scope and purpose of ISO/IEC 20000 and how it can be used

The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used

The key terms and definitions used

The fundamental requirements for an SMS and the need for continual improvement

The processes, their objectives and high level requirements

Applicability and scope definition requirements

The purpose of internal and external audits, their operation and the associated terminology

The operation of the APMG certification scheme

The relationship with best practices, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001.

Programa

Introduction, background and related schemes

Scope, usage, terms, definitions

Overall service management system (SMS)

ISO/IEC 20000 service management processes

Certification ,applicability and scope

Achieving and maintaining ISO/IEC 20000-1 certification

Mock exam and review

Exam - APMG, ISO/IEC 20000 Foundation

Exame

The ISO/IEC 20000 Foundation exam fulfills the requirements of the certification scheme of APMG, ISO/IEC 20000 Foundation, and the knowledge and skills necessary for the Foundation level are according to the following areas of ISO/IEC 20000 Foundation Syllabus:

OV - Overview of ISO/IEC 20000 and related best practices, standards and schemes

MS - Service management system general requirements

DR - Service delivery and relationship processes

CO - Design and transition of new or changed services, control and resolution processes

AC - Achieving ISO/IEC 20000 certification

The exam consists of 40 multiple-choice questions which cover all 5 areas of the ISO/IEC 20000 Foundation syllabus. Each question is worth 1 point.

Styles of question: selection of the correct answer from a choice of 4 options

Exam duration: 1 hour

Pass mark: 65% (26/40)

Certificação

After successfully completing the exam, participants will be granted the qualification of APMG, ISO/IEC 20000 Foundation

A certificate will be issued to participants who successfully passed the exam

Informações Gerais

Training in Portuguese or English language.

Official course manual in English with over 200 pages of information.

Official APMG, ISO/IEC 20000 Foundation Certification exam

Behaviour® Participation Certificate.

An BEHAVIOUR®, accredited APMG ATO, official certificate will be issued to participants.