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19 - ISO - ISO Management Systems (Standardization)


ISO 105 - ISO 20001 IT Services Management System

Code Start Date Duration Venue Fees
ISO 105 17 August 2019 5 Days Istanbul $ 2950 Registration Form Link
ISO 105 14 September 2019 5 Days Istanbul $ 2950 Registration Form Link
ISO 105 12 October 2019 5 Days Istanbul $ 2950 Registration Form Link
ISO 105 09 November 2019 5 Days Istanbul $ 2950 Registration Form Link
ISO 105 07 December 2019 5 Days Istanbul $ 2950 Registration Form Link
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Course Description

An IT Service Management System ensures the effective operation and delivery of IT services to clients, ensuring exceptional client satisfaction. This course teaches a general understanding of the concepts of the ISO 20001 standard and how it provides a framework for the adoption of an integrated process approach to effectively deliver information technology services to meet business and customer requirements.

Course Objectives

  • Understanding the concept of “IT Service Management”
  • Being able to adopt ISO 20001 standard for IT management systems
  • Being familiar with requirements of ISO 20000 – 1 and ISO 20000 – 2
  • Understanding certification process for ISO/IEC 20000 – 1 and ISO 20000 – 2

Who Should Attend?

  • Supervisors
  • IT managers
  • Executives
  • Auditors
  • Anyone involved in the service management systems

Course Details/Schedule

Day 1

  • Overview of IT infrastructure & library
  • Terms and definitions
  • Contents of ISO 20001
  • Service management system general requirements
  • Management responsibility

Day 2

  • Documentation management
  • Resource management
  • Service management system planning and implementation
  • Relational process
  • Control process
  • Resolution processes

Day 3

  • Change management
  • Planning, design and development of new or changed services
  • Transition of new or changed services
  • Service delivery processes
  • Service level management
  • Service reporting
  • Service continuity and availability requirements, plans, monitoring and testing

Day 4

  • Budgeting and accounting for services
  • Capacity management
  • Information security management
  • Business relationship management
  • Supplier management

Day 5

  • Incident and service request management
  • Problem management
  • Configuration management
  • Release and deployment management