ISO/IEC 20000 FOUNDATION

Training Syllabus:
ISO/IEC 20000 FOUNDATION

TRAINING OVERVIEW:
ISO/IEC 20000® standard is the only international standard for IT Service Management; it is a formal set of specifications and requirements Service Providers should be aiming for. ISO/IEC 20000® is aimed at providing the required evidence that IT service provider has an effective and reliable Service Quality Management system which has been or can be audited against the international standard in IT Service Management. The standard was initially based on the British Standard 15000 and best practice of the IT Infrastructure Library (ITIL®).
ISO/IEC 20000® international standard for IT Service Management promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. The ISO/IEC 20000® standard and associated documentation enables service providers to understand how to enhance the quality of services delivered to their customers, both internal and external. ISO/IEC 20000® standard applies to both large and small service providers, irrelevant of the core competency the End-User-Organization.
The standard may be used:
• by businesses that are going out to tender for their services;
• to provide a consistent approach to IT service management by all service providers in a supply chain;
• to benchmark IT service management;
• as the basis for an independent assessment;
• to demonstrate the ability to meet customer requirements;
• to show proof of evidence in conformance and existence of Quality Management System;
• to improve services quality.

The ISO/IEC 20000® Foundation Training is designed to provide basic level knowledge of the certification, conformance, and auditing based on ISO/IEC 20000® ITSM Standard.
TRAINING OBJECTIVES:
This is a 3 day program including the certification exam preparation and ISO/IEC 20000 Foundation exam (optional) was developed in line with the new ISO/IEC 20000® international standard for IT Service Management. Its purpose is to provide the program participants:
• To gain the knowledge-based and skills-set of the concept and best practices of IT Service Management (ITSM) based on ISO/IEC 20000 Foundation
• The necessary information required to successfully achieve the Foundation certification in ISO/IEC 20000® standard (optional);
• A better understanding of what is required to conform to the standard specifications and requirements.
• Understanding the importance of Quality in IT Service Management, the specifications and the code of practice for IT Service Management
• Preparation for the ISO/IEC 20000® examination through the use of sample examination questions and exam simulation

TRAINING MATERIAL OUTLINE:
1. INTRODUCTION TO IT SERVICE MANAGEMENT
 What is IT Service Management?
 The Four Perspectives (Attributes) of ITSM
 What is ISO/IEC 20000?
 History of ISO/IEC 20000
 The ISO/IEC 20000 Standard
 Auditing & Certification
 Roles & Responsibilities within ISO/IEC 20000
 Business and IT Alignment
 ISO/IEC 20000 PROCESSES

2. PLANNING & IMPLEMENTING SERVICE MANAGEMENT
 Plan, Do, Check, Act
 Planning & Implementing New Or Changed Services
3. SERVICE DELIVERY PROCESSES
 Service Level Management (SLA)
 Service Level Agreement
 Designing SLAs
 Service Reporting
 Service Continuity & Availability Management
 Budgeting & Accounting for IT Services
 Capacity Management
4. Mock Exam
5. Overall Discussion
6. Closing

VENUE : Jakarta (Maxone Hotel Menteng, Balairung Hotel Matraman, Sentral Hotel, Haris Tebet, Gd Muamalat Institute, Ibis Manggadua, Little Amaroossa Residence, Cosmo Amaroossa, Zodiak MT. Haryono, Grand Tjokro)

TRAINING DURATION : 3 days

TRAINING TIME :

INVESTMENT/PERSON :
1. Rp. 6.500.000/person (full fare) or
2. Rp. 6.250.000/person (early bird, payment 1 week before training) or
3. Rp. 5.950.000/person (if there are 3 persons or more from the same company)

FACILITIES FOR PARTICIPANTS:
1. Training Module
2. Flash Disk contains training material
3. Certificate
4. Stationeries: NoteBook and Ballpoint
5. T-Shirt
6. Backpack
7. Training Photo
8. Training room with Full AC facilities and multimedia
9. Lunch and twice coffeebreak every day of training
10. Qualified Instructor