• Introduction and discovery of ISO / IEC 20000
• The principles and basic elements of ISO / IEC 20000.
• The concepts: service, process, quality …
• Principles of IT Service Management.
• IT service management. Business / IT alignment.
• ISO / IEC 20000 standard and quality.
• The risks of implementation.
• Relations with other repositories / standards (COBIT®, ISO 9000, etc.).
• The ISO / IEC 20000 APMG certification scheme.

Collective reflection
Collective discussion to understand what a Service Management strategy represents.

• ISO / IEC 20000, scope and use
• Structure of ISO / IEC 20000 part – 1.
• The objectives and application of ISO / IEC 20000 – 1.
• Scope and structure of ISO / IEC 20000 part – 2.
• Main differences between ISO / IEC 20000 part – 1 and ISO / IEC 20000 part – 2.
• Scope and structure of ISO / IEC 20000 part – 3.
• Scope and structure of ISO / IEC 20000 part – 5.
• Requirements for a pre-audit, a certification audit and periodic control audits.

Practical work
How to solve the problems of defining the scope of application and eligibility for the certification of the service provider.

• ISO / IEC 20000, implementation
•  
• The scope of the standard.
• The obligation to cover all processes.
• Integration with another quality management system.

Exercise
Analysis of the eligibility of an organization.

• ISO / IEC20000 process audit
• Roles and responsibilities.
• Non-conformities.
• The observations.
• After certification.

Collective reflection
Conduct the ISO / IEC20000 process audit.

• Revision, exam preparation and certification
• Review session and completion of a mock exam.
• Correction of the mock exam.
• Preparation for the exam.