
ISO 20000 Practitioner | APMG
Localização
Lisboa
Av. Visconde de Valmor, 66, 4º
Av. Visconde de Valmor, 66, 4º
1050-242 Lisboa
Portugal
Política de reembolso
Know how to apply SMS concepts to achieve the objectives and requirements of ISO/IEC 20000 with ISO 20000 Practitioner Live online Training
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Know how to apply SMS concepts to achieve the objectives and requirements of ISO/IEC 20000 Introduction
This three-day, APMG ISO/IEC 20000 Practitioner course, prepares the participants to achieve a 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 conforming to the requirements of ISO/IEC 20000-1, and achieving and retaining ISO/IEC 20000 certification.
Training Methodology
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
AudienceThis course is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.
Learning Objectives At the end of the course the participant should understand:
Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
Understand, explain and advise on issues regarding applicability and scope definition
Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL® , and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000
Explain and apply the requirements of ISO/IEC 20000-1
Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1
Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
Produce and assess a gap analysis supported by an improvement and implementation plan
Understand, create, apply and evaluate a service management plan including the service management policy and objectives
Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1
Assist, advise and assess organizations on the implementation of continual improvement processes
Program
Introduction and background to ISO/IEC 20000 and certification
The content, use and application of Part 1
Applicability and the definition of scope
ISO/IEC 20000 How can you use it and achieve it?
Mock exam and review
Exam - APMG, ISO/IEC 20000 Practitioner
Exam
The ISO/IEC 20000 Practitioner exam fulfills the requirements of the certification scheme of APMG, ISO/IEC 20000 Practitioner, and the knowledge and skills necessary for the Practitioner level are according to the following areas of ISO/IEC 20000 Practitioner 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
This objective scenario-based exam contains four questions, each covering a different syllabus area or combination of syllabus areas. Each of the four questions contains 20 question lines, each of which attracts 1 mark, giving a total of 80 marks.
Styles of question: There are five different types of questions: Classic Multiple Choice; Multiple Response; Matching; Assertion/Reason; and, Sequence Matching
Exam duration: 3 hours
Pass mark: 50% (40/80)
Exam type: Open Book (A copy of ‘ISO/IEC 20000-1’ is permitted)
Certification
After successfully completing the exam, participants will be granted the qualification of APMG, ISO/IEC 20000 Practitioner
A certificate will be issued to participants who successfully passed the exam
General InformationTraining in Portuguese or English language.
Online training material in English, with online access.
Behaviour® Participation Certificate with 35 CPD/CPSE credits.
An BEHAVIOUR®, accredited APMG ATO, official certificate will be issued to participants.
APMG, ISO/IEC 20000 Practitioner Certification exam
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More informations about program, dates and prices: https://behaviour-group.com/PT/apmg/curso-iso-20000-practitioner/
Contact us: +351212103732 training@behaviour-group.com www.behaviour-group.com