ISO/IEC 20000: IT Service Management Foundation Course — 2 days training

Overview

Increasingly, enterprises today rely upon IT for the delivery of business-critical services – often direct to the end consumer. Therefore, it is vital to adopt the most efficient and effective approach to the management of IT Services. In many cases, it is not only necessary to deploy best practice solutions, but also be able to prove this.
This program is ideal for those new to ISO 20000 (IT Service Management) and for awareness campaigns during its implementation. It is an introduction, accurate and exciting program based on real-world examples that explores IT Service Management and its contribution to demonstrable IT service value. Attendees are introduced to ITSM process objectives, activities, and relationships.

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 IT Service Management based on ISO 20000 Standard

• Introduction to the IT Service Management (ITSM) principles and focuses
• Relationship between ITIL, ITSM, ISO 27001 and COBIT
• Business service management fundamental
• Overview the ISO 20000 standards
• Overview service delivery processes

Day 2: Planning and Implementing ISO 20000 Standard

• Review of day 1
• Implementation stage of an ISO 20000 framework (planning relationship, process relationship, resolution process, control, and release process)
• Introduction to the domains and control measures of ISO 20000
• Implementing a documentation management framework
• Achieving Operational Excellence

Information

Samiha

Phone : 021-91307746 / 021-97605726

Email : lemtiui@ie.ui.ac.id

Website : www.lemtiui.com