ISO/IEC 20000: IT SERVICE MANAGEMENT

Training Syllabus:
ISO/IEC 20000: IT SERVICE MANAGEMENT

LEARNING OBJECTIVE:
• Explain the purpose and intent of the ISO 20000 standards
• Describe the requirements 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.

TRAINING MATERIAL OUTLINE:
Day 1: Introduction to the IT Service Management based on ISO 20000 Standard
1. Overview of the ISO20000 Service Management standard
2. Scope and applicability
3. Requirements for a management system
4. Planning and implementing ITSM (PDCA)
Day 2: Launching and implementing ISO 20000 standard
1. Service delivery processes:
• Service Level Management
• Service Reporting
• Capacity Management
• Service Continuity and Availability Management
• Budgeting and accounting for IT Services
• Information Security Management
2. Release Process
3. Resolution Process (Incident and problem management)
4. Relationship Process (Business Relationship and Supplier Management)
5. Control Process (Configuration and Change Management)
6. Alignment of ITIL and ISO 20000 standard
7. Implementing a documentation management framework
8. Case study

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 : 2 days

TRAINING TIME :

INVESTMENT/PERSON :
1. Rp. 4.500.000/person (full fare) or
2. Rp. 4.250.000/person (early bird, payment 1 week before training) or
3. Rp. 3.950.000/person (if there are 3 persons or more from the same company)

FACILITIES FOR PARTICIPANTS :
1. Training Module
2. Flashdisk contain training material
3. Certificate
4. NoteBook and Ballpoint
5. T-Shirt
6. Backpack
7. Training Foto
8. Training room with full ac facilities and multimedia
9. Lunch and twice coffee break everyday of training
10. Qualified Instructor