Topic outline

  • ITSM (ISO/IEC 20000-1) Training Courses IT 服務管理系統培訓課程

    Why the organisation needs to improve their IT service management?

    1. Risk-based thinking, i.e. failure on IT services delivery, service level agreement (SLA)
    2. IT service compliance with industrial legislation,, i.e. banking or financail services, emergency help desk
    3. Legal compliance, i.e. utility services, public infrastructure...
    4. Government regulation for IT service provider, i.e. telecommunication, financial, healthcare...etc.
    5. Contractual requirements, i.e. supplier contract, service level agreement (SLA)
    6. Social responsibilities, common practice for IT and service management 
    7. Technically sounds and effective, i.e. vulnerability management, penetration testing (PT)
    8. Market competition, i.e. competitor

    Critical success factors

    • IT service policy, objectives, and activities that reflect business objectives;
    • an approach and framework to implementing, maintaining, monitoring, and improving IT services that is consistent with the organizational culture;
    • visible support and commitment from all levels of management;
    • a good understanding of the service level requirements;
    • effective marketing of IT service quality and management to all managers, employees, and other parties to achieve awareness;
    • distribution of guidance on IT service policy and standards to all managers, employees and other parties;
    • provision to fund IT service management and improvement activities;
    • providing appropriate awareness, training, and education;
    • establishing an effective IT service continuity, incident and problem management process;
    • implementation of a measurement system that is used to evaluate performance in IT service management and reporting suggestions for improvement.

      Starting Point of IT Service Management

      Considered to be essential to an organization from a legal, legislative point of view include, depending on applicable legislation:

      • business objectives
      • compliance with industrial and legislation requirements 
      • fulfills service level agreements (SLA) 

      Considered to be common practice for managing IT-based services include:

      • IT service policy document;
      • allocation of IT service responsibilities;
      • IT service management awareness, education, and training;
      • Business/Organisational risk analysis according to risk management principal (ISO 31000)
      • Selection and define the ITSMS implementation scope
      • IT service catalogues
      • IT service level management process
      • IT service reporting process
      • IT service continuity & availability management process
      • IT service budgeting and accounting process
      • IT service capacity management process
      • Information security management (ISO 27001) process
      • IT service configuration management process, includes configuration management database (CMDB)
      • IT service change management process
      • IT release and deployment management process
      • IT service incident and service request management process, includes Help-desk function, Known-Error Database (KEDB)
      • IT service problem management process, includes Knowledge Management Database (KMDB)
      • IT service business relationship management process
      • IT service supplier management process
      • Supplier audit(s)
      • Internal audit(s) 
      • Management review 

      Learn how to manage IT services by training with our experts.

      The international standard ISO/IEC 20000-1:2011 sets out the requirements to establish, implement and continually improve an IT service management systems (ITSMS) for the organisation.

      Our ISO/IEC 20000 training courses follow a structure to help you familiarize yourself with the standard, understand how to implement an ITSMS, and how to audit it. 

      Base on ITSMS (ISO/IEC 20000-x) family of standards, we are offering a serious of training programmes to help our customer improve organisational IT services management, the training programmes includes, but not limited to following: