ISO 20000 - IT Service Management

Course Duration

16 hours, 2 - day training workshop

Delivery

Face to face training or online training

Course Inclusive

Training materials & certificate of completion

Course Description

Information Technology is a critical enabler and key differentiator for a business' success. CEO's, CIO's, CTO's, and senior management are concerned about optimizing their IT investments and improving the effectiveness and efficiency of IT resources to support business requirements. IT investments are key for businesses to successfully deliver products and services.

IT service management is all about the efficient and effective use of the 4 P's: People, Processes, Products (tools and technology), and Partners (suppliers, vendors and outsourcing organizations) into the support, delivery and management of these critical IT services and the IT systems

Entry Competencies of Participants (Prerequisites)

Basic understanding of Information Technology operations or processes.

Course Objectives / Learning Outcomes

  • Understand the importance of IT Service Management in an organization
  • Understand the necessary skills needed to implement an ITSM that is compliant with the requirements of ISO 20000
  • Understand the methodology for ITSM implementation
  • Understand the requirements for ISO 20000 certification

Course Content

  • Introduction to IT Service Management
  • Understanding the ISO 20000 IT Service Management Framework
  • What is ITIL?
  • ITIL Framework
  • ITSM Processes:
    • Service Support process model
    • Service Delivery process model
    • Service desk
    • Incident management
    • Problem management
    • Change management
    • Financial management
    • IT Service Continuity
    • Release management
    • Availability management
    • Capacity management
    • Configuration management
    • Service level management
  • Implementing Information Security Management System
    • MAKATI
    • 333 Sen. Gil Puyat Ave., Makati City 1200, Philippines

    • Contact No.
    • +63 2 8891 0713
      +63 2 8751 6482

    • Email Address
    • inquiries@mapua.edu.ph

    • INTRAMUROS
    • 658 Muralla St., Intramuros, Manila 1002, Philippines

    • Contact No.
    • +63 2 8524-5572


    • Email Address
    • ccesc@mapua.edu.ph