Introduce participants to managing modern IT-enabled services, enhancing their understanding of common language and key concepts. Show them how ITIL 4 guidance can improve their work and their organization's performance. Provide candidates with insights into the ITIL 4 service management framework and its evolution to incorporate modern technologies and ways of working.

Part 1: Introduction 

Part 2: Key concepts of service management

Part 3: The four dimensions of  service management

Part 4: The ITIL service value system

PART 5: ITIL 4 management practices

COURSE & EXAM DURATION
2-days (14 hours)
PRE-REQUISITE: No; 
EXAM INFORMATION: one hour exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 65% (26 out of 40).

ISO/IEC 20000 is an international standard for IT service management, enabling organizations to demonstrate excellence and best practices. It aligns with ITIL® and covers the design, transition, delivery, and improvement of services. The Auditor qualification ensures candidates understand service management and can audit against ISO/IEC 20000-1:2018 requirements.

Part 1: Overview of ISO/IEC 20000 and related best practices, standards and schemes.

Part 2: System Management System (SMS) General Requirements.

Part 3: Operation of the SMS: Operational planning and control; service portfolio; relationship and agreement; supply and demand processes.

Part 4: Operation of the SMS: Service design, build and transition; resolution and fulfillment; service assurance processes.

Part 5: Achieving ISO/IEC 20000 certification.

COURSE & EXAM DURATION:  2-days (14 hours)
PRE-REQUISITE: A minimum of three years' experience conducting audits in an IT environment is recommended. 
EXAM INFORMATION: 1-hour exam for 40 multiple-choice questions (MCQ); The pass mark is 65% (26 out of 40 questions); Closed book.

ISO/IEC 20000 is an international standard for IT service management, ensuring excellence and best practices. It aligns with ITIL® and covers the design, transition, delivery, and improvement of services. The standard helps IT service providers continually improve and deliver value. The syllabus supports practitioner accreditation, outlining learning outcomes and proficiency requirements.

Part 1: Overview of ISO/IEC 20000 and related best practices, standards and schemes.

Part 2: System Management System (SMS) General Requirements.

Part 3: Operation of the SMS: Operational planning and control; service portfolio; relationship and agreement; supply and demand processes.

Part 4: Operation of the SMS: Service design, build and transition; resolution and fulfillment; service assurance processes

Part 5: Achieving ISO/IEC 20000 certification.

COURSE & EXAM DURATION: 3-days (21-hours)
PRE-REQUISITE: ISO/IEC 20000 Foundation or ITIL Foundation
EXAM INFORMATION: Complex multiple-choice; Three hours for 4 questions per paper, 20 marks available per question; The pass mark is 65% (26 out of 40 questions); Open book (a copy of Part 1 is permitted)