iso/iec 20000 for foundation student handbook

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ISO/IEC 20000 For Practitioners ISO/IEC 20000 For PractitionersISO/IEC 20000 Foundation Course

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

The information contained in this classroom material is subject to change without notice. This material contains proprietary information that is protected by copyright.

No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V.

© Copyright 2012 by ITpreneurs Nederland B.V. All rights reserved.

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. iii

Contents

1 Course Agenda v 2 Student Handbook 1 Module 1: Course Introduction 3 Module 2: Overview of ISO/IEC 20000 19 Module 3: Service Management System (SMS)

General Requirements 45 Module 4: Sepcifi c Service Management

Processes (Clause 5 to 9) 85 Module 5: Achieving and Maintaining

Certifi cation 173 3 Test 1 Multiple Choice Questions 203 4 Test 2 Objectives of the Part 1 Processes 207 5 Assignment 1 Review of a Service Report 209 6 About Self-Assessments 215 7 Self-Assessment for Service Level Management 219 8 Self-Assessment for Incident and Service Request Management 223 9 Defi nitions on the ISO/IEC 20000 Foundation Syllabus 229 10 Foundation Candidate Guidance 233 11 APMG Supplementary Reference Paper 237 12 Sample Paper 1 251 13 Course Feedback Form 261


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ISO/IEC 20000 Foundation Course

Course Agenda

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.vi

Course Agenda

DAY 1

► Course introduction ► Overview of ISO/IEC 20000

B r e a k ► Service management system (SMS) general requirements

L u n c h ► ISO/IEC 20000 processes (continued)

B r e a k ► ISO/IEC 20000 processes (continued) ► Close

Homework – Test 1 and Test 2. Review of material.

DAY 2

► Review of day 1 and test questions ► ISO/IEC 20000 processes (continued)

B r e a k ► ISO/IEC 20000 processes (continued)

L u n c h ► ISO/IEC 20000 processes (continued)

B r e a k ► Mock examination

Homework – Review for exam.

DAY 3

► Review mock examination and test questions ► Achieving and maintaining certifi cation


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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. vii

B r e a k ► Achieving and maintaining certifi cation (continued)

L u n c h ► Review to prepare for exam

B r e a k ► Examination (15.30 – 16.30) ► Close

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ISO/IEC 20000 Foundation Course

Student Handbook

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 3


Explain to the class:

Describe briefl y the history of ISO/IEC 20000. Describe the objectives as two fold - learn about ISO/IEC 20000 and pass the exam.

ISO/IEC 20000 is the international standard for IT service management (ITSM). It defi nes the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.

Tutor note: Help students to relate to what an international standard means in practice by using an example. For example, if you buy a washing machine, you may go to the shop and look for marks of quality.

Ask the class: Which washing machine would you buy – the one with a quality mark or one without it even if it is cheaper?

Now if you want to select a service provider – would you prefer one with a quality mark or one without?Sam

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.4


Explain to the class: The contents of the student handbook.

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This training course does not require any formal knowledge of IT Service Management (ITSM) and is intended to be delivered in a way that includes suffi cient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organization.

From the syllabus: The course should contain a reasonable amount of practical exercises, in particular to support the service management system, ITSM processes, and eligibility and scoping.

In addition to the specifi c content of ISO/IEC 20000-1 covered by the syllabus, suffi cient knowledge of generic ITSM best practice and terminology will need to be provided to allow a candidate to understand each process in an operational context within a service provider organization.

• For example: The change management process defi ned within ISO/IEC 20000 Part 1 does

not explicitly discuss an RFC or the role of a CAB. While the life cycle of a change should not be discussed in detail, it would be appropriate to discuss these concepts in order to ensure a candidate understands how Part 1 requirements can be met using best practices.

• Delegates do not need to be taught detailed recall of the specifi c wording of the requirements of the standard as the exam does not depend on this.

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Syllabus: High-level performance defi nition of a successful Foundation candidate.

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Explain to the class: A fuller agenda is in the student handbook.

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If relevant, ask students to provide any ITIL qualifi cations.

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The APMG ISO/IEC 20000 Qualifi cation Scheme provides accredited Practitioner and Auditor qualifi cations based on the ISO/IEC 20000 standard. Those who wish to gain the advanced level of knowledge required by ITSM Consultants, Managers, Practitioners, and Auditors should consider taking the relevant course. This Foundation course meets the entry prerequisites for the Practitioner course.

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Four options are given for each question in the multiple-choice examination. The candidate must select the correct answer. One mark is awarded for a correct answer. There is no negative marking.

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iso/iec 20000 for foundation student handbook

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