ISO/IEC 20000: IT SERVICE MANAGEMENT

DESKRIPSI

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:

Introduction to the IT Service Management based on ISO 20000 Standard

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

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)
  • 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

Investasi dan Fasilitas Training

  • Harga : (dilampirkan dalam Brosur penawaran)
  • Fasilitas : Certificate, Training kits, USB 8 GB, Lunch, Coffe Break, Souvenir, City Tour
  • Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/Stasiun ke Hotel (berlaku bagi perusahaan yang mengirimkan minimal 2 peserta)
  • Quota minimum Running 2 peserta (jogja, Solo, Semarang) Quota minimum Running 3 peserta (Jakarta , Bandung dan Surabaya ) –  ( Untuk Manado, Bali , Batam, Pontianak, Balikpapan dan Lombok Quota minimal 4 peserta)

 

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