ISO 20000:2011

ISO 20000:2011

Background ISO 20000:2011

This qualification training covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: 2011 IT Service Management. It covers the certification requirements of ISO/IEC 20000:2011 and how the guidance in ISO/IEC 20000:2011 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 20000:2011 standard and its content. 

Objectives 

• Describe the scope, aims and use of the ISO/IEC 20000:2011 
• Explain their understanding of the integrated approach to maintaining IT service management systems and processes that conform with ISO/IEC 20000:2011 certification
• Describe the scoping and eligibility requirements and options to achieve certification
• Understand and describe the requirements of the IT service management system and the Plan, Do, Check Act cycle
• Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 :2011 Specification
• Recognize and describe the need to: 

• Explain how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.

Audience:

The course is aimed at practitioners, consultants and managers. All of these roles may be involved in supporting the initial achievement of ISO/IEC 20000:2011 certification and then the on-going use of the service management system.

Contents

• Understanding the application of the standard – when it can be used and when it may not be applicable
• Assessing readiness and gap analysis
• Defining the scope
• Project steps required to achieve certification
• Producing an improvement plan
• Producing a service management plan
• Using ITIL and other standards to support the development of the service management system
• Use of tools
• Reviewing the governance requirements when other parties support the service provider in the operation of processes
• The certification process and the roles involved
• Evidence required for certification
• Improvement activities required after an initial certificate is awarded.

Methods

• Presentation
• Discussion
• Case Study

Time And Venue

• Hotel Ibis Malioboro, Yogykarta
• 6 – 8 Januari 2020 
• 13 – 15 Januari 2020
• 20 – 22 Januari 2020
• 27 – 29 Januari 2020
• 3- 5 Februari 2020 
• 10 – 12 Februari 2020
• 17 – 19 Februari 2020
• 26 – 28 Februari 2020 
• 2 – 4 Maret 2020et 2020 
• 9 – 11 Maret 2020
• 16 – 18 Maret 2020
• 23 – 24 Maret 2020 
• 30 Maret 2020 – 1 April 2020 
• 6 – 8 April 2020 
• 13 – 15 April 2020
• 20 – 22 April 2020 
• 27 – 29 April 2020  
• 4 – 6 Mei 2020 
• 11 – 13 Mei 2020 
• 2 – 4 Juni 2020 
• 8 – 10 Juni 2020 
• 15 – 17 Juni 2020
• 22 – 24 Juni 2020 
• 29 Juni 2020 – 1 Juli 2020 
• 6 – 8 Juli 2020 
• 13 – 15 Juli 2020
• 20 – 22 Juli 2020 
• 27 – 29 Juli 2020 
• 3 – 5 Agustus 2020
• 10 – 12 Agustus 2020
• 18 – 19 Agustus 2020 
• 24 – 26 Agustus 2020
• 31 Agustus 2020 – 2 September 2020 
• 7 – 9 September 2020
• 14 – 16 September 2020
• 21 – 23 September 2020
• 28 – 30 September 2020 
• 5 – 7 Oktober 2020
• 12 – 14 Oktober 2020
• 19 – 21 Oktober 2020
• 26 – 28 Oktober 2020
• 2 – 4 November 2020
• 9 – 11 November 2020 
• 16 – 18 November 2020 
• 23 – 25 November 2020 
• 30 November 2020 – 2 Desember 2020
• 7 – 9 Desember 2020 
• 14 – 16 Desember 2020
• 21 – 23 Desember 2020 
• 28 – 30 Desember 2020

Investasi dan Fasilitas

• Rp 6.900.000 (Non Residential, belum termasuk pajak PPn 10%)
• Jika Perusahaan/Instansi mengirimkan lebih dari satu peserta pada judul dan tanggal yang sama maka akan diberikan potongan harga pada peserta kedua dan seterusnya masing – masing sebesar Rp 1.000.000 per peserta
• VIP training  Rp 8.900.000 (4 Hari, Non Residential dengan tambahan Fasilitas  Paket studi lapangan/ City Tour dan Belum Termasuk Pajak PPn 10%)
• Quota minimum 2 peserta
• Fasilitas: Certificate, Training Kits, Lunch, Coffee Break, dan Souvenir
• Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/Stasiun ke Hotel khusus bagi perusahaan yang mengirimkan minimal 3 orang peserta

Lead Instruktur

Dr. Ir. Fauzi Hasan. MM, MBA, and Team

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