With this training, participants will learn the concepts required to understand, develop and implement the Information Technologies Service Management System (ITSM) and will be equipped to implement the IT Service Management System that meets the certification requirements in accordance with the ISO/IEC 20000 IT Service Management System standard.
Who Should Participate?
IT Governance / Service Desk / Risk and Compliance Teams / IT Audit Team, IT Security and SOME Personnel, All technical staff interested in IT GRC, IT Security, Risk Management and Audit
Program
• Purpose and Benefits of ISO 20000-1 Standard
• ISO 20000 IT Service Management System (SMS) Processes
• ISO 20000-1 IT QMS Implementation Steps
• Important Terms in ISO 20000-1 IT HMS
• Requirements and Documentation of ISO 20000-1 Standard Clauses
• General Conditions of the Service Management System
• Management Responsibility
• Governance of Processes Conducted by Other Parties
• Documentation Management
• Resource Management
• System Installation and Optimization
• Design and Transition of New or Changing Services
• Service Delivery Process
• Service Level Management
• Reporting the Service
• Managing Continuity and Availability of Service
• Capacity Management
• Information Security Management
• Relationship Processes
• Work Relationship Management
• Supplier Management
• Solution Processes
• Incident and Service Request Management
• Issue Management
• Control Processes
• Configuration Management
• Change Management
• Release and Release Management
• Release and Deployment Management
