ISO 20000: IT Service Management-Essential Course

ISO 20000: IT Service Management-Essential Course

Tanggal
20-21 Mei 2010 (Kamis – Jumat)

Jam Pelaksanaan
09.00 – 16.00 wib

Tempat
Golden Boutique Hotel
Melawai – Blok M

Pembicara / Fasilitator
Ir. Andi Rafiandi, MSc.Comp
(experienced in ISO 27001 implementation in Bank of Indonesia & in Ministry of Communication and Informatics-DEPKOMINFO and also as an author of “Jurus Sukses Sertifikasi ISO 27001” book)

Moch. Noor Fathony, ST
(experienced in ISO 27001 implementation in Bank of Indonesia and Ministry of Communication and Informatics-DEPKOMINFO)

Harga
Rp 3.500.000,-/person

Materi
Day 1: Introduction to the IT Service Management based on ISO 20000 Standard
•Overview of the ISO20000 Service Management standard
•Scope and applicability
•Requirements for a management system
•Planning and implementing ITSM (PDCA)

Day 2: Launching and implementing ISO 20000 standard
•Service delivery processes:
– Service Level Management
– Service Reporting
– Capacity Management
– Service Continuity and Availability Management
– Budgeting and accounting for IT Services
– Information Security Management
•Release Process
•Resolution Process (Incident and problem management)
•Relationship Process (Business Relationship and Supplier Management)
•Control Process (Configuration and Change Management)
•Alignment of ITIL and ISO 20000 standard
•Implementing a documentation management framework
•Case study

Wajib diikuti oleh
– Project manager or consultant wanting to support in the implementation of an ITSM
– ISO 20000 auditor Person responsible for the service management in an organization
– Expert advisor in information technology
– Person in charge of service management for the organization
– IT Managers, IT Professionals
– Business Development Managers