EXIN ISO20000 Service Quality Management Foundation

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EXIN ISO20000 Service Quality Management Foundation

Perpetual Solutions
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Description

Prerequisites:

Students attending this course must hold the ITIL Foundation Certificate.

Course Description:

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 conce…

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Didn't find what you were looking for? See also: ISO/IEC 20000, Quality Management, ITIL Foundation, IT Service Management, and Leadership.

Prerequisites:

Students attending this course must hold the ITIL Foundation Certificate.

Course Description:

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.

This course includes the following modules:

Fundamentals of Quality Management Systems

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

Overview of the ISO20000 Service Management standard

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

Coordination and Integration Processes

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

Service Delivery Processes

  • 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

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

Relationship Processes

  • Business Relationship Management
  • Supplier Management

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