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Duration
2 day
Training Venue
BV training centre in Kowloon Bay (Hong Kong)
Language
Cantonese with English materials
Description
ISO/IEC 20000 is the first international standard of IT service management. It mainly consists of two parts, which enable IT service providers to develop the quality of the services internally and externally:
Part I – specify the requirements for developing and implementing an IT Service Management Systems and; include guidance on the application of service management systems within the scope of ISO/IEC 20000-1.
Part II – include guidance on the application of service management systems within the scope of ISO/IEC 20000-1.
Benefits of ISO/IEC 20000-1:2018 IT Service Management:
· Increased client satisfaction
· Improved brand reputation
· Reduced response time
· Decreased incidents
· Created a culture of continuous improvement
· Increased ability to plan and control
· More systematic and efficient
This 2-day course helps building up your skills and your organization to undergo ISO/IEC20000-1:2018 procedures and to implement the IT service management system effectively. Learners will be instructed to design, deliver and improve the services. The course will also enables the learners to develop the necessary expertise to perform an IT Service Management System audit by applying widely recognized audit principles, procedure and techniques, in order to achieve a certain level of professionalism and trust worthiness.
Course Learning Objectives
By the end of the course learners will be able to :
· Acknowledge ISO/IEC 20000-1:2018 standards and regulatory frameworks
· Understand the operations of an IT Service Management System (ITSMS) based on ISO/IEC 20000
· Understand how to plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO/IEC20000-1:2018
· The fundamental requirements of a service management system and the reasons behind the necessity for continual improvement;
Content
· Introduction and background of ISO/IEC 20000-1:2018 standard;
· ISO/IEC 20000 processes in details
· Brief description on related standards e.g ISO/IEC 17021 and ISO 19011
· Purpose and benefits of ISO/IEC 20000-1:2018
· ITSM application and procedures
· How to prepare ITSMS documents
· How to handle incidents and problems
· ISO 20000-1:2018 auditing techniques
· Techniques of organizing internal interview
· Recording & Reporting Non Conformities
· Audit reporting skills
· Corrective Action & Audit Close out process
· Continuous Assessment & feedback
Pre-requisites
Familiarity with the structure and requirements of ISO/IEC 20000-1would be useful.
Participants
· Individuals interested in IT Service Management
· Individuals wishing to implement ITSMS based on requirements of ISO 20000-1:2011 in their organization
· Professionals, managers and consultants who hold key roles in the production and/or operational management of a service management system based on ISO/IEC 20000.
Qualification Awarded
Participants who successfully complete the training and pass the assessment will receive “Certificate of Successful Completion” issued by Bureau Veritas Certification Hong Kong Limited.
Learning Method
Lecture, case studies, assignment and group discussions
Contact information
For further information or discussion on analyzing and meeting your training needs please contact us at mia.wong@hk.bureauveritas.com or (852) 21578550
Remarks
# In-house training quotation is available: to enquire about in-house training proposal, please contact our training team. We respond to inquiries generally within 24 hours
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