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Apex Global

Learning Objective

The participants will be able to demonstrate their knowledge, ability, competence and understanding in:

  • Definitionsand principles of quality management services in accordance with ISO/IEC 20000
  • Positioning of ISO/IEC 20000 in the IT service management including its relationship with other standards and best practices. 
  • Objectives and requirements in each section of the specification. 
  • Scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice. 
  • Processes and objectives of ISO/IEC 20000 and IT service management (ITSM). 
  • Fundamental requirements for a service management system (SMS).
  • Purpose of internal and external audits, their operation and associated terminology. 
  • Eligibility and scoping statement requirements. 
  • Requirements of the IT service management system and the Plan, Do, Check, Act cycle. 
  • How assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.
Training Contents

Module 1: Introduction to ISO 20000

  • Introduction to ISO 20000
  • Management system standards terms and definitions
  • Service management terms and definitions

Module 2: Context of the organization 

  • Understanding the organization and its context
  • Understanding the needs and expectations of interested parties
  • Determining the scope of the service management system
  • Service management system

Module 3: Leadership

  • Leadership and commitment
  • Service managementpolicy
  • Organizational roles, responsibilities, and authorities

Module 4: Planning

  • Actions to address risks and opportunities Planning Migration
  • Service management objectives and planning to achieve
  • Plan the service management system

Module 5: Support of the service management system

  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented information
  • Service management system documented information
  • Knowledge

Module 6: Operation of the service management system

  • Operation planning and control
  • Service portfolio
  • Relationship and agreement
  • Supply and demand

Module 7: Operation of the service management system (continues)

  • Service design, build and transition
  • Resolution and fulfilment
  • Service assurance

Module 8: Performance evaluation

  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
  • Service reporting

Module 9: Improvement

  • Nonconformity and corrective action
  • Continual improvement










Target Participant

This course is intended for those as below:

  • All IT Professionals
  • IT/IS Managers,
  • Service Desk Manager
  • Service Operation Manager
  • IT Architect, System Architect, Enterprise Archiect
  • ITSM Consultants
  • Business Process Analyst, IT Business Analyst
  • IT Project Manager,
  • Change Manager, Delivery Manager, MIS Manager
  • IT Staffs, IT Supervisor, Service Desk, IT Engineers, Application Developer, DevOps, IT Auditor, and other IT-related positions
  • Anyoneis seeking ISO 20000 knowledge and interesting in IT align with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
Key Highlights

Class training methods Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187 Email: [email protected] Please click below link to view our public training schedule

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Perceived by Participants
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