phone  +234 806 719 1062      mailinfo@mitiget.com

IT Service Management System Training

ISO/IEC 20000 is recognized as the first international standard for IT service management, which states the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS. The standard includes two main parts which enable IT service providers to identify methods to develop the quality of the services they deliver to their clients, both internally and externally whereby,

  • Part 1 specifies the requirements for developing and implementing an IT Service Management System and;
  • Part 2 includes guidance on the application of service management systems within the scope of ISO/IEC 20000-1.

Why is IT service management important for you?

Build up your skills and help your organization to successfully undergo the ISO/IEC 20000 procedures and the implementation of an effective IT service management system. When implementing an effective ISO/IEC 20000 you demonstrate your ability to design, deliver and improve the services. ISO/IEC 20000 certificate demonstrates your determination to achieve a certain level of professionalism and trustworthiness.   

Benefits of ISO/IEC 20000 IT service management

The benefits that you will gain upon the successful completion of ISO/IEC 20000 certification include the following: 

  • Improved credibility
  • Increased client satisfaction
  • Increased comprehension of business objectives
  • Improved brand reputation
  • Development of new capabilities
  • Leveraged ITIL experience
  • Increased ability to plan and control
  • Reducing response time
  • Decreased incidents
  • Creates a culture of continuous improvement
  • Gain competitive advantage

How do I get started with ISO/IEC 20000 Training?

Choosing the certification body that offers the finest qualitative training can be challenging. Our training is uniquely designed to meet individual and organization needs.  A PECB certification reflects safety, reliability and superior quality. If you are keen to be part of a global network and boost your knowledge, then our experts are here to help you.

PECB Certified ISO/IEC 20000 training courses available

If you are eager to take your expertise one step further, Mitiget has the right training for you. Learn more about IT service management through our training course. Find below the training that best suits you:

*ISO/IEC 20000 Introduction - 1 Day

Why should you attend?
ISO/IEC 20000 Introduction training course enables you to comprehend the fundamental concepts of an IT Service Management System (ITSMS). By attending the ISO/IEC 20000 Introduction course, you will understand the importance of an IT Service Management System and the benefits that businesses, society and governments can obtain.

Who should attend?
Individuals interested in IT Service Management
Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)

Learning objectives
Understand the concepts, approaches, methods, and techniques used to implement an IT Service Management System
Understand the basic elements of an IT Service Management System (ITSMS)

Prerequisites: None

Course Agenda
Day 1: Introduction to IT Service Management System (ITSMS) concepts as required by ISO/IEC 20000

General Information
Training material containing over 100 pages of information and practical examples will be distributed
A participation certificate of 7 CPD (Continuing Professional Development) credits will be issued

*ISO/IEC 20000 Foundation - 2 Days

Why should you attend?
ISO/IEC 20000 Foundation training enables you to learn the basic elements to implement and manage an IT Service Management System (ITSMS) as specified in ISO/IEC 20000. During this training course, you will be able to understand the different modules of an ITSMS, including ITSMS policy, procedures, performance measurements, management commitment, internal audit, management review and continual improvement.

After completing this course, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Foundation” credential. A PECB Foundation Certificate shows that you have understood the fundamental methodologies, requirements, framework and management approach.

Who should attend?
Individuals involved in IT Service Management
Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)
Individuals interested to pursue a career in IT Service Management

Learning objectives
Understand the elements and operations of an IT Service Management System and its principal processes
Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks
Understand the approaches, methods and techniques used for the implementation and management of an ITSMS

Educational approach
Lecture sessions are illustrated with practical questions and examples
Practical exercises include examples and discussions
Practice tests are similar to the Certification Exam

Prerequisites: None

Course agenda
Day 1: Introduction to IT Service Management System (ITSMS) concepts as required by ISO/IEC 20000
Day 2: IT Service Management System (ITSMS) requirements and Certification Exam

Examination
The “PECB Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains

Domain 1: Fundamental principles and concepts of an IT Service Management System (ITSMS)
Domain 2: IT Service Management System (ITSMS)

Certification
After successfully completing the exam, you can apply for the credential shown on the table below.
PECB Certified ISO/IEC 20000 Foundation
PECB Certified ISO/IEC 20000 Foundation exam or equivalent
Signing the PECB Code of Ethics

General Information
Certification fees are included on the exam price
Training material containing over 200 pages of information and practical examples will be distributed
A participation certificate of 14 CPD (Continuing Professional Development) credits will be issued
In case of exam failure, you can retake the exam within 12 months for free

*ISO/IEC 20000 Lead Implementer - 5 Days

Why should you attend?
ISO/IEC 20000 Lead Implementer training enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining an IT Service Management System (ITSMS) based on ISO/IEC 20000. During this training course, you will also gain a thorough understanding of the best practices of IT Service Management Systems and consequently improve an organization’s IT processes and/or services, effectiveness and overall performance.

After mastering all the necessary concepts of IT Service Management Systems, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer Certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement ISO/IEC 20000 in an organization.

Who should attend?
Managers or consultants involved in IT Service Management
Expert advisors seeking to master the implementation of an IT Service Management System
Individuals responsible for maintaining conformance with ITSMS requirements
ITSMS team members

Learning objectives
Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory framework
Master the concepts, approaches, methods and techniques used for the implementation and effective management of an ITSMS
Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization
Learn how to support an organization to effectively plan, implement, manage, monitor and maintain an ITSMS
Acquire the expertise to advise an organization in implementing IT Service Management System best practices

Educational approach
This training is based on both theory and best practices used in the implementation of an ITSMS
Lecture sessions are illustrated with examples based on case studies
Practical exercises are based on a case study which includes role playing and discussions
Practice tests are similar to the Certification Exam

Prerequisites
A fundamental understanding of ISO/IEC 20000 and comprehensive knowledge of implementation principles.

Course agenda
Day 1: Introduction to ISO/IEC 20000 and initiation of an ITSMS
Day 2: Plan the implementation of an ITSMS
Day 3: Implementation of an ITSMS
Day 4: ITSMS monitoring, measurement, continuous improvement and preparation for a certification audit
Day 5: Certification Exam

Examination
The “PECB Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competency domains:
Domain 1: Fundamental principles and concepts of an IT Service Management System (ITSMS)
Domain 2: IT Service Management System (ITSMS)
Domain 3: Planning an ITSMS implementation based on ISO/IEC 20000-1
Domain 4: Implementing an ITSMS based on ISO/IEC 20000-1
Domain 5: Performance evaluation, monitoring and measurement of an ITSMS based on ISO/IEC 20000-1
Domain 6: Continual improvement of an ITSMS based on ISO/IEC 20000-1
Domain 7: Preparing for an ITSMS certification audit

Certification
After successfully completing the exam, you can apply for the credentials shown on the table below. You will receive a certificate once you comply with all the requirements related to the selected credential.

To be considered valid, these implementation activities should follow best implementation practices and include the following activities:

Drafting an ITSMS plan
Initiating an ITSMS implementation
Implementing an ITSMS
Monitoring and managing an ITSMS implementation
Performing continual improvement measures

General Information
Certification fees are included on the exam price
Training material containing over 450 pages of information and practical examples will be distributed
A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
In case of exam failure, you can retake the exam within 12 months for free

*ISO/IEC 20000 Lead Auditor - 5 Days

Why should you attend?
ISO/IEC 20000 Lead Auditor training enables you to develop the necessary expertise to perform an IT Service Management System (ITSMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.

After acquiring the necessary expertise to perform this audit, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Auditor” credential. By holding a PECB Lead Auditor Certificate, you will demonstrate that you have the capabilities and competencies to audit organizations based on best practices.

Who should attend?
Auditors seeking to perform and lead IT Service Management System (ITSMS) certification audits
Managers or consultants seeking to master an IT Service Management System audit process
Individuals responsible for maintaining conformance with ITSMS requirements
Technical experts seeking to prepare for an IT Service Management System audit
Expert advisors in IT Service Management

Learning objectives
Understand the operations of an IT Service Management System (ITSMS) based on ISO/IEC 20000
Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks
Understand an auditor’s role to: plan, lead and follow-up on a management system audit in accordance with ISO 19011
Learn how to lead an audit and audit team
Learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an ITSMS audit
Acquire the competencies of an auditor to: plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO 19011

Educational approach
This training is based on both theory and best practices used in ITSMS audits
Lecture sessions are illustrated with examples based on case studies
Practical exercises are based on a case study which includes role playing and discussions
Practice tests are similar to the Certification Exam

Prerequisites
A fundamental understanding of ISO/IEC 20000 and comprehensive knowledge of audit principles.

Course agenda
Day 1: Introduction to IT Service Management Systems (ITSMS) and ISO/IEC 20000
Day 2: Audit principles, preparation and launching of an audit
Day 3: On-site audit activities
Day 4: Closing the audit
Day 5: Certification Exam

Examination
The “PECB Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competency domains:

Domain 1: Fundamental principles and concepts of an IT Service Management System (ITSMS)
Domain 2: IT Service Management System (ITSMS)
Domain 3: Fundamental audit concepts and principles
Domain 4: Preparation of an ISO/IEC 20000-1 audit
Domain 5: Conducting an ISO/IEC 20000-1 audit
Domain 6: Closing an ISO/IEC 20000-1 audit
Domain 7: Managing an ISO/IEC 20000-1 audit program

Certification
After successfully completing the exam, you can apply for the credentials. You will receive a certificate once you comply with all the requirements related to the selected credential.

To be considered valid, these audits should follow best audit practices and include the following activities:

Audit planning
Audit interview
Managing an audit program
Drafting audit reports
Drafting non-conformity reports
Drafting audit working documents
Documentation review
On-site audit
Follow-up on non-conformities
Leading an audit team

General Information
Certification fees are included on the exam price
Training material containing over 450 pages of information and practical examples will be distributed
A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
In case of exam failure, you can retake the exam within 12 months for free

We are open for orders. Purchase your professional tool-kits and resources today. Click here Dismiss