DESCRIPTIONS

Service management system international standard ISO/IEC 20000 has been updated and released on September 15, 2018.The new version ISO/IEC 20000-1:2018 has been strongly focused on the trends as well as the challenge of service management. 2018 version emphasizes even more on quality assurance management, and focus less on procedures and system implementation. The service provisioning ecosystem now focuses more on the management in terms of quality services provided instead of the organizations and parties involved. 

CONTENT

·         Basic understanding & definitions of ISO/IEC 20000-1:2018

·         What requirements have been removed from old standard

·         What requirements have been revised

·         Mapping of existing requirements and the new requirements

·         Benefits of ISO/IEC 20000-1:2018

·         Migration of ISO/IEC20000-1:2018 standard

·         Awareness in operation, performance evaluation and improvement

·         Extra session : Implementation Workshop (it is optional session -  client needs to submit manual to tutor for training  notes preparation before training)

COURSE LEARNING OBJECTIVES

On completion, successful students will be able to:

·         Understand and explain the purpose and intent of the ISO/IEC 20000-1:2018 standard

·         Tell the difference between old and new standard

Learning Methods

The training would be mainly lecture session, interactive group discussions and exercises to enhance the knowledge.

PRE-ReQUISITES

·         Completion of secondary education.

·         An understanding of report writing is desirable.

·         Though not essential, it is envisaged that some attendees will have experience on related topics.