International Standard, ISO/IEC 20000 : IT Service Management

Tanggal  
10-12 Juli 2012

Pukul
09.00 – 16.30 WIB

Tempat
Estubizi Business Center
Setiabudi Building 2 Lantai 1
Jl.HR.Rasuna Said ,Kuningan
Jakarta Selatan

Descriptions :
This qualification training covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management. It covers the certification requirements of ISO/IEC 20000-1:2005 and how the guidance in ISO/IEC 20000-2:2005 can be adopted by an organization to deliver effective managed services and continually improve those services. The qualification is aimed at staff in internal and external service provider organizations who require knowledge and understanding of the ISO/IEC 20000 standard and its content. The training  provides:

1. Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard
2. Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organization
3. Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
4. Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits
5. Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard

Objectives
At the completion of this course, the participants should be able to :

1. Describe the scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice through an understanding of the roles of the component parts of the standard
2. Explain their understanding of the integrated approach to maintaining IT service management systems and processes that conform with ISO/IEC 20000 certification
3. Describe the scoping and eligibility requirements and options to achieve certificationUnderstand and describe the requirements of the IT  service management system and the Plan, Do, Check Act cycle
4. Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 -1 Specification
5. Recognize and describe the need to:
   • Plan and implement IT service management processes
   • Report on the IT services and major metrics of the IT Service
   • Management processes
   • Schedule and conduct regular reviews, assessments and audits
   • Plan and prepare for an ISO/IEC 20000 audit
   • Plan for continual service improvement
6. Explain how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.

Benefits:
On completion of this module, delegates will have a detailed understanding

PROGRAM OUTLINE :
1. Understanding ISO/IEC 20000 scope, purpose and use
Understand the principles of the ISO/IEC 20000 standard and be able to describe its scope, purpose and use. On completion of the course the candidate should be able to describe:

• The scope, purpose and use of the ISO/IEC 20000-1 and ISO/ IEC 20000-2 documents and the use of “shall” and “should” statements.
• The principles of a service management system including the need for:
  • Basing the overall quality management system on a structured hierarchy of policy, process and procedures
  • Focusing on quality, measurement and improvement driven by business and customer requirements
  • Taking an end to end service approach
  • Management responsibility and control
  • Good customer relationships
  • Demonstrating control of suppliers and outsourcers
  • Recognition of the contribution of staff
• How ISO/IEC 20000 relates to ITIL® and other standards and best practice approaches that are commonly used in an organization such as ISO 9001, ISO/IEC 27000, and COBIT®.
• Terms and definitions within ISO/ IEC 20000-1

2. Understanding ISO/IEC 20000 management system requirements
Understand the principles and processes for service management and the requirements of the overall management system.On completion of the course the candidate should be able to describe the requirements of a management system including:

• The objective and scope of the management system
• The requirements and responsibilities of management
• The documentation requirements including the mandatory  documents and records and the role of document and knowledge management in achieving the requirement
• The requirements for staff competence, awareness and training

3. Understanding ISO/IEC 20000 service management process requirements
Understand the objectives and requirements of the ISO/IEC 20000 IT service management processes.
On completion of the course the candidate should be able to describe:

• The objectives and requirements for planning and implementing new or changed services
• The objectives and requirements of the Service Delivery processes:
  • Service Level Management
  • Service Reporting
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT services
  • Capacity Management
  • Information Security Management
• The objectives and requirements of the Relationship processes:
  • Business Relationship Management
  • Supplier Management
• The objectives and requirements of the Resolution processes
  • Incident Management
  • Problem Management
• The objectives and requirements of the Control and Release processes:
  • Change Management
  • Configuration Management
  • Release Management

4. Adopting the Plan, Do, Check, Act cycle to improve service
Understand the approach to planning and implementing IT service management to ensure the required processes are
effectively implemented, services are continually improved and the requirements of the ISO/IEC 20000 standard are met. On completion of the course the candidate should be able to describe the requirements for planning and implementing service management including:

• Applicability, scoping and scope statements
  • Scoping requirements
  • Scope statements for certificates (and how they relate to scoping requirements)
• Scope and objectives of planning and implementing service management
• The plan-do-check-act methodology and its application to service management
• The typical inputs and outputs to be managed
• The requirements for planning service management
• The requirements to implement service management and provide the services
• The requirements for monitoring, measuring, reviewing and auditing
• The requirements for continual improvement

5. Review, assessment and audit of ISO/IEC 20000 activities
Understand the review, assessment and audit of IT service management activities, including the use of supporting systems, tools and techniques that will enable an organization to plan and conduct reviews, assessments and internal audits of IT service management systems.On completion of the course the candidate should be able to describe the following:

• The types of reviews, assessments and audits required by the standard
• The techniques and approaches that can be used for conducting reviews, assessment and audits, such as audit checklists, the use of metrics and the Self Assessment Workbook for IT service management
• How to prepare for:
  • Reviews
  • Assessments
  • Internal audits
• What is involved in an external audit:
  • The steps involved in external certification
  • The benefits of external certification
  • How to prepare for an external audit
  • The certification process to achieve ISO/IEC 20000, including full audits and surveillance audits
  • What to expect in an audit and how to manage audit observations.

AUDIENCE TARGET
The course is aimed at all levels within the organization who want to attain an overview of the elements of the ISO20000 standard and the certification process. It is envisaged the delegates would normally have at least a basic understanding of the principles of IT Service Management and a basic understanding of ITIL.

Instructor :
DR.IR.Fauzi Hasan, MM, MBA, PMP, CISA, CISSP, SSCP, CISM, CGEIT, CPRC, CSCP, APICS, Cert. , ITIL Expert, Change Management (APMG), Prince2

INVESTASI :
Rp. 4.500.000,- / peserta.
Peserta Non-Residential. Sudah termasuk Meeting Package, Training Kits, Modul Pelatihan dan Sertifikat.