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 :

Januari 2025Februari 2025Maret 2025April 2025
2 - 4 Januari 20253 - 5 Februari 20253 - 5 Maret 20257 - 9 April 2025
6 - 8 Januari 202510 - 12 Februari 202510 - 12 Maret 202514 - 16 April 2025
13 - 15 Januari 202517 - 19 Februari 202517 - 19 Maret 202521 - 23 April 2025
20 - 22 Januari 202524 - 26 Februari 2025 28 - 30 April 2025
27 - 29 Januari 2025   
    
Mei 2025Juni 2025Juli 2025Agustus 2025
5 - 7 Mei 20252 - 4 Juni 20251 - 3 Juli 20254 - 6 Agustus 2025
12 - 14 Mei 20259 - 11 Juni 20257 - 9 Juli 202511 - 13 Agustus 2025
19 - 21 Mei 202516 - 18 Juni 202514 - 16 Juli 202518 - 20 Agustus 2025
26 - 28 Mei 202523 - 25 Juni 202521 - 23 Juli 202525 - 27 Agustus 2025
  28 - 30 Juli 2025 
    
September 2025Oktober 2025November 2025Desember 2025
1 - 3 September 20256 - 8 Oktober 20253 - 5 November 20251 - 3 Desember 2025
8 - 10 September 202513 - 15 Oktober 202510 - 12 November 20258 - 10 Desember 2025
15 - 17 September 202520 - 22 Oktober 202517 - 19 November 202515 - 17 Desember 2025
22 - 24 September 202527 - 29 Oktober 202524 - 26 November 202522 - 24 Desember 2025
29 Sep - 1 Okt 2025  29 - 31 Desember 2025

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