IT Service Excellence with ISO 20000 Standards

  • Governance, Risk & Compliance

Introduction

In today’s digital age, effective management of IT services is critical to ensuring organizational efficiency, customer satisfaction, and business success. ISO 20000: IT Service Management provides an internationally recognized framework for organizations to establish, implement, and improve IT service management processes. This course aims to equip participants with the knowledge and skills necessary to understand, implement, audit, and continually improve ISO 20000 standards. Participants will explore the principles and requirements of ISO 20000, learning how to maintain robust IT service management systems that enhance service delivery, meet organizational needs and support business goals.

Course Outline

  • Module 1
  • Module 2
  • Module 3
  • Module 4
  • Module 5
  • Course Objectives
  • Target Audience

Introduction to ISO 20000

  • Overview of ISO 20000.
  • Key concepts and principles.
  • Benefits of implementing ISO 20000.
  • IT Service Management (ITSM) overview.
  • The IT Service Lifecycle.

Planning & Design

  • Requirements and scope of an ITSMS.
  • Service Level Agreements (SLAs).
  • Service Portfolio Management.
  • Capacity and Resource Management.
  • Information Security Management.
  • Service Continuity and Disaster Recovery.

Service Delivery & Support

  • Incident Management.
  • Problem Management.
  • Change Management.
  • Release and Deployment Management.
  • Configuration Management.
  • Service Desk Operations.

Measurement, Analysis & Improvement

  • Monitoring and Measurement.
  • Data Analysis and Reporting.
  • Process Improvement.
  • Continual Service Improvement (CSI).
  • Performance Management.

Auditing & Assessment

  • Internal audits of the IT Service Management system.
  • Preparation for external assessment.
  • Addressing non-conformities and corrective actions.
  • Ensuring compliance with ISO 20000 requirements.

By the end of this course, participants will be able to:

  • Understanding of the principles and requirements of ISO 20000 and its significance in IT service.
  • Learn how to handle an IT Service Management System aligned with ISO 20000 standards.
  • Develop skills in service management processes.
  • Explore IT service level agreements, service reporting, and customer relationship management.
  • Contribute effectively to IT service management initiatives.

This course is ideal for:

  • IT managers.
  • IT project managers.
  • Service delivery managers.
  • IT management team.
  • Quality management team.
  • Business analysts.

Course Schedule & Fees

  • Kuala Lumpur
  • Singapore
  • Amsterdam
  • Online
  • Course Fees

This course will take place in Kuala Lumpur on the following dates:

05/05/202519/05/202502/06/202516/06/2025
30/06/202514/07/202528/07/202511/08/2025
25/08/202508/09/202522/09/202506/10/2025
27/10/202510/11/202524/11/202508/12/2025
22/12/202505/01/202619/01/202602/02/2026

This course will take place in Singapore on the following dates:

26/05/202516/06/202507/07/202528/07/2025
18/08/202508/09/202529/09/202520/10/2025
10/11/202501/12/202522/12/202512/01/2026
02/02/202623/02/2026

This course will take place in Amsterdam on the following dates:

12/05/202502/06/202523/06/202514/07/2025
04/08/202525/08/202515/09/202506/10/2025
27/10/202517/11/202508/12/202529/12/2025
19/01/202619/01/2026

This course will take place Online the following dates:

13/05/202510/06/202508/07/202505/08/2025
02/09/202530/09/202528/10/202525/11/2025
23/12/202520/01/202617/02/2026

Kuala LumpurSingaporeAmsterdamOnline
USD$ 3,580USD$ 5,600USD$ 5,600USD$ 1,920

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      Course Info
      • Duration: One week
      • Available: Classroom/Online
      Training Locations
      • Kuala Lumpur
      • Singapore
      • Amsterdam
      • Online
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