EXIN ISO20000 Service Quality Management Foundation

3 Day Course
Official ITIL Curriculum
Code SQMF

Book Now - 1 Delivery Method Available:

Scheduled Online Onsite

Overview

This training provides delegates with a good understanding of Quality Management, within the context of ISO/IEC 20000, the International Standard for IT Service Management more commonly known as ISO20000. This Accredited course also prepares delegates for the industry recognised EXIN Service Quality Management Foundation Certificate. Students will take the EXIN Service Quality Management Foundation Certificate at the end of this course. Additional exam fee of £100.00 will be applied.

Course Objectives

- To provide an understanding of Quality Management
- To give knowledge of the basic concepts of ISO20000
- To prepare delegates for EXIN Service Quality Management Foundation Certificate

Who Should Attend

The course is aimed at a wide audience of IT Service Management staff of IT Service Providers, internal or external, with an interest in Service Quality Management and ISO20000.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.

Modules

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Fundamentals of Quality Management Systems (4 topics)

  • Rationale and approach
  • Process approach
  • Quality policy and objectives
  • Evaluation and continuous improvement

Overview of the ISO20000 Service Management standard (4 topics)

  • Introduction and background
  • Use and application of the standard (Part 1 and Part 2)
  • Terms and definitions
  • Role of toolsets

Coordination and Integration Processes (4 topics)

  • Requirements for a Management System
  • Planning and Implementing Service Management
  • Planning and Implementing New and Changed Services

Service Delivery Processes (7 topics)

  • Service Level Management
  • Capacity Management
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT Services
  • Service Reporting
  • Information Security Management

Resolution, Control and Release Processes (5 topics)

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

Relationship Processes (2 topics)

  • Business Relationship Management
  • Supplier Management

Prerequisites

Students attending this course must hold the ITIL® Foundation Certificate.

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