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ISO20000 Service Quality Management Foundation (SQMF) is 3-day instructor-led course which is focused on Quality Management within the context of ISO/IEC 20000, the International Standard for IT Service Management.

This course:

  • Provides students with an understanding of Quality Management
  • Addresses the basic concepts of ISO20000
  • Prepare students for the EXIN Service Quality Management Foundation exam

Note: This course is not recommended for consultants and managers whose roles and responsibilities include preparing internal and/or external organizations for the adoption of ISO20000. The ISO20000 for Consultants course addresses this audience.

duration
3 days

level
Intermediate

prerequisites
Students must hold a Foundation Certificate in IT Service Management

class size
Up to 16 students

examination
Includes the exam leading to the EXIN Service Quality Management Foundation Certificate

course content

  • 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
  • Candidate Assessment
    • Assignments
    • Mock Exams
    • Certification Examination