ISO/IEC 20000:2011 Service Management Systems- Fundamentals
Date/Time
Date(s) - Dec 12,2019 - Dec 13,2019
9:00 am - 5:00 pm
Location
Online via Zoom, from the Philippines - Makati
Categories
This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2011, as well as the best practices for implementing the IT service management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes
Duration 2- Day Program
Learning Objectives
At the end of this training, participants will be able to:
- Understand the implementation of an IT Service Management System in accordance with ISO 20000
- Understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
- Know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2011 and ITIL
- Know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
- Acquire the necessary expertise to contribute in implementing an IT Service Management System (ITSMS) as specified in ISO 20000
Target Audience
- Members of an IT service team
- IT professionals wanting to gain a comprehensive knowledge of the main processes of an IT Service Management System (ITSMS)
- Staff involved in the implementation of the ISO 20000 Standard
- Technicians involved in operations related to an ITSMS
- Auditors
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