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ISO/IEC 20000

ISO/IEC 20000 is a major development in the field of Service Management. ISO presupposes an integrated process approach. This provides a more effective way to deliver managed services and satisfy your customers. See the box for further details on ISO/IEC 20000.

If your company meets the ISO/IEC 20000 standard, a corporate certificate can be obtained. ISO/IEC 20000 certified companies thus have official proof that they comply with the standard. Any certificates based on this standard have the same value world-wide.

IT professionals who are to work according to ISO/IEC 20000 standards, they need to gain the required knowledge. By passing the IT Service Management based on ISO/IEC 20000 exam you indicate that you are aware of your contribution to meeting the ISO standard. This is why MTs send their professionals to a training.

All ISO/IEC 20000 qualification levels are recognised as complementary to the official ITIL qualification scheme. Successful candidates are awarded credits towards the ITIL Expert Qualification (Foundation 1.0 credits, Practitioner 1.5 credits, Auditor 1.0 credits).

Module 1: ITILĀ® Foundation

Module 2:

  • Introduction to IT Service Management
  • Content of ISO/IEC 20000, section 1-5 - basics
  • Scope
  • Terms and definitions
  • Requirements for a management system
  • Planning and implementing service management
  • Planning and implementing new or changed services
  • Resolution Process
  • Control Process
  • Release Process
  • Service Delivery Process
  • Relationship Process
  • Classification and Preview
  • ISO/IEC 20000 certification
  • Related practices and standards
  • ISO/IEC 20000 Qualification Program

ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL.

ISO/IEC 20000 consists of several parts:

  • ISO/IEC 20000-1:2011 (Part 1) is the formal specification and defines the requirements for a service management system. The scope includes:
    • General requirements for a service management system
    • Design and transition of new or changed services
    • Service delivery process
    • Relationship processes
    • Resolution processes
    • Control processes
  • ISO/IEC 20000-2:2012 (Part 2) Provides guidance on the application of service management systems, including best practices for service management processes within the scope of ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (Part 3) contains guidance on scope definition and applicability of Part 1.

Various other parts supplement these three with guidance and information on specific aspects and uses of the standard.

When Time flexibility is a Constraint due to schedules , Multisoft systems provides learners with a unique training experience by giving then On Demand tailor-made Courses.

Click here to know more about training schedule.

For more information on importance of ISO/IEC 20000,Click here