ISO/IEC 20000: IT Service Management Core Implementation Course — 3 days training

Overview

ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. ISO/IEC 20000 helps organizations benchmark how they deliver managed services, measure service levels and assess their performance. ISO 20000, which has two parts both with the general title Information technology – Service management, enables IT service providers to identify how to enhance the quality of service they deliver to their customers, both internal and external.
This 3 days training, provides the audiences with all aspects of ISO 20000 standard and its related process. This training also provides students with a comprehensive understanding of ISO 20000, the international standard for IT Service Management.

Learning Objective

• Explain the purpose and intent of the ISO 20000 standards
• Describe the requirements of ISO 20000
• Explain the relationship between the clauses of ISO 20000.
• Understand the IT Service Management cycles
• Understand the purpose and requirements of ISO 20000 as a tool for the continual improvement of the service management.

Course Details

Day 1: Introduction to the management of an IT services based on ISO 20000

• Overview of the ISO20000 Service Management standard
• Scope and applicability
• Requirements for a management system
• Planning and implementing ITSM (PDCA)

Day 2: Launching and implementing ISO 20000 standard

• Service delivery processes:
• Service Level Management
• Service Reporting
• Capacity Management
• Service Continuity and Availability Management
• Budgeting and accounting for IT Services
• Information Security Management
• Release Process
• Resolution Process (Incident and problem management)

Day 3: Launching and implementing ISO 20000 standard (Contd’)

• Relationship Process (Business Relationship and Supplier Management)
• Control Process (Configuration and Change Management)
• Alignment of ITIL and ISO 20000 standard
• Implementing a documentation management framework
• Case study

Information

Samiha

Phone : 021-91307746 / 021-97605726

Email : lemtiui@ie.ui.ac.id

Website : www.lemtiui.com