IT-Shaped ISO/IEC 20000:2018 Foundation – T-20KF

Curriculum

What you will learn

• Duration: 16 hours
• 9 modules
• Knowledge test per module
• Official PeopleCert aligned

• 00 Module 1 – Introduction 11 lessons

  • History of ISO/IEC 20000
  • About the Content
  • Why Do We Need Service Management?
  • What Should Service Management Look Like?
  • The Value of Service Management
  • What is ISO/IEC 20000?
  • ISO/IEC 20000 Division
  • Service Management System (SMS)
  • The Structure and Content of ISO/IEC 20000-1
  • Scope
  • Differences Between Version 2011 and Version 2018
• 01 Module 2 – Concept 35 lessons

  • Objectives of Service Management
  • Understanding the Organization's Context
  • Leadership
  • Service Management Policy
  • Organizational Roles, Responsibilities and Authorities
  • Risk Management
  • Plans to Achieve Objectives
  • Planning the Service Management System
  • Service Management Support – Resources and Competencies
  • Awareness and Communication
  • Documented Information
  • Control of Documented Information
  • What should be documented?
  • Knowledge
  • Operational Planning and Control
  • Control of Parties Involved in the Service Life Cycle
  • Implementation of SGS Requirements
  • Step 1: Education
  • Step 2: Management Support
  • Step 3: Determine the Organization's Context
  • Step 4: Communicate, Communicate, and Communicate!
  • Step 5: Analyze What You Currently Have
  • Step 6: Gaps, Risks and Opportunities
  • Step 7: Implementation
  • Plan the Services
  • Service Design and Transition
  • Step 8: Operation
  • Performance Evaluation
  • Internal Audit
  • Management Review
  • Service Report
  • Improvement and Non-Conformity Corrective Actions
  • Continuous Improvement
  • Step 9: Evaluation and Improvement
  • Class Exercises – Module 2 – ISO 20000 Foundation – 2018
• 02 Module 3 – Service Portfolio Processes 6 lessons

  • Service Catalog Management
  • Service Catalog Management Application and Example
  • Asset Management
  • Configuration Management
  • Configuration Management – Minimum Requirements
  • Class Exercises – Module 3 – ISO 20000 Foundation – 2018
• 03 Module 4 – Service Relationship and Agreement Processes 9 lessons

  • Relationship and Agreement
  • Business Relationship Management
  • Tasks of Those Who Manage Customer Relationships
  • Service Level Management
  • Application and Step-by-Step Process for Service Level Management
  • Supplier Management
  • Application of Supplier Management
  • Supplier Considerations
  • Class Exercises – Module 4 – ISO 20000 Foundation – 2018
• 04 Module 5 – Supply and Demand Processes 5 lessons

  • Budgeting and Accounting for Services
  • Application of Orçamento e Contabilização para Serviços
  • Demand Management
  • Capacity Management
  • Class Exercises – Module 5 – ISO 20000 Foundation – 2018
• 05 Module 6 – Service Design, Build and Transition Processes 8 lessons

  • Change Management
  • Service Design and Transition
  • Additional Requirements for Change Management
  • Application of Change Management
  • Release and Deployment Management
  • Minimum Requirements for Release and Deployment Management
  • Application and Options for Release and Deployment Management
  • Class Exercises – Module 6 – ISO 20000 Foundation – 2018
• 06 Module 7 – Service Resolution and Fulfilment Processes 21 lessons

  • Fundamental Terms
  • Incident Management
  • ISO/IEC 20000-1 requirements
  • Application of Incident Management and Examples in the IT Context
  • Serious Incidents
  • Examples of Incidents in the IT Context
  • 5 Management Steps
  • Service Request Management
  • Service Requests
  • About the Request Log
  • Service Request Management Application
  • Service Request Management Steps
  • Problem Management
  • What are the minimum requirements for the problem management process?
  • Problem Records
  • Documentation in the application of Problem Management
  • Information template for managing an incident
  • Beware of known errors!
  • Information for documenting known errors
  • Steps to Exemplify the Problem Management Process
  • Class Exercises – Module 7 – ISO 20000 Foundation – 2018
• 07 Module 8 – Service Assurance Processes 8 lessons

  • Availability Management
  • Service Availability Metrics
  • Service Continuity Management
  • Application and Steps of Service Continuity Management
  • Information Security Management
  • About Information Security Control and Incidents
  • Application of Information Security Management
  • Class Exercises – Module 8 – ISO 20000 Foundation – 2018
• 08 Module 9 – Preparatory Practice Exams 4 lessons

  • Practice Exam 1 IT-Shaped ISO 20000 Foundation – 2018: 40 questions
  • Practice Exam 2 IT-Shaped ISO 20000 Foundation – 2018: 40 questions
  • Practice Exam 3 IT-Shaped ISO 20000 Foundation – 2018: 40 questions
  • Practice Exam 4 IT-Shaped ISO 20000 Foundation – 2018: 40 questions