IT Service Management Based on ISO/IEC 20000-1:2011



Multimatics is one of Indonesia’s best consulting, training, and certification institutions. Specializing in IT Service Management System based on ISO/IEC 20000-1:2011, Information Security Management System based on ISO/IEC 27001:2013, Risk Management Principles and Guidelines based on ISO 31000:2009, and Quality Management System based on ISO 9001:2015 consulting. We provide integrated services of ISO international standard which enhance company performance, start from Awareness Training, Competency Certification, Consulting, until Management Certification from the Independent Certification Body.

Course Description

IT Service Management (ITSM) is the best comprehensive solution for giving excellent service to stakeholder. It will drive efficiency and effectiveness of the use of information system to support increased business value to the invested cost. It is said that customer needs a quarter hole, not a quarter drill. Delivering high quality service at the lowest possible cost is the objective of the organization.

It is important for the IT organization to ensure the required quality, establish effective and efficient processes, react quickly and with flexibility when conditions change, and cover compliance requirements and show proof of adherence.

ISO/IEC 20000 is one of IT Service Management System that can help your organization to implement ITSM. ISO/IEC 20000 is an internationally recognized standard for IT Service Management System.

Our Service

We offer comprehensive consulting services assistance on how organizations can certainly get the certification. It covers implementation of SMS based on ISO/IEC 20000-1:2011 with 9 sections and 16 processes based on ISO/IEC 20000-2:2012.

All processes should be: established, documented, implemented, operated and managed, monitored, reviewed / audited, and improved if the review identifies it is necessary to do so.


The step to implement ISO/IEC 20000-1:2011 is:

  • ITSM Awareness Training based on ISO/IEC 20000-1:2011 and ISO/IEC 20000-2:2012
  • Individual Competency Certification Training of ISO/IEC 20000-1:2011

Implementation
    Phase 1
    • Perform gap analysis and Incorporates the findings of the gap analysis and the business case.
    • Establish and implement SMS structure, including service management plan, initial policies, commitment/ accountability, crises management and reactive processes.
    • Ensure that the Implemented policies, processes and procedures fulfil the requirement of ISO/IEC 20000-1:2011 for a basic SMS, with focus on reacting quickly and effectively to service disruption and requests of all the services and related components that enables it to react to these service disruptions or requests.
    • Analyze the status of the implemented SMS at the end of phase 1.
    Phase 2
    • Adjust the plans based on achievement analysis at the end of phase 1.
    • Revision the policies, additional processes, integration of existing processes, procedures and other supporting documentation.
    • Ensure that the organization have the implemented activities, processes, procedures and control of components that enable it to anticipate and avoid service disruptions.
    • Ensure that the organization has a stabilized processes and activities in order to provide a more reliable service to its customers.
    • Analyze the status of the implemented SMS at the end of phase 2.
    Phase 3
    • Adjust the plans based on achievement analysis at the end of phase 2.
    • Revise the policies, final processes (proactive), integration of all processes, documentation of under-pinning procedures and supporting documents.
    • Ensure that the organization could develop a service culture and a good understanding of the customers business and service requirement. Measurement of the effectiveness and efficiency of the services and processes will occur, including customers satisfaction and continual improvement of delivered service.
    • Ensure that the organization will have understood and established business relationships with both suppliers and customers. As a result, the organization will conform to all requirements of ISO/IEC 20000-1:2011.
    • Analyze the status of implemented SMS and perform a full internal audit perform management review and, where appropriate, preparation for conforming to the standard.
    Certification Process
    • Pre-certification Audit
    • Certification body selection
    • Registration and Certification Process

High Level Structure based on ISO/IEC 20000-1:2011

The 9 sections and 16 processes in ISO/IEC 20000-1:2011 covers:

  1. Scope
  2. Normative Reference
  3. Terms & Definition

Key Benefits of ISO/IEC 20000-1:2011

  1. Business – IT Alignment. Implementing ISO/IEC 20000 helps you to align Business and IT; because IT related goals are derived from Business Goals.
  2. Assurance to unlock business value. IT Service will provide business value and a good IT Service is essential to unlock this business value.
  3. Increase Customer satisfaction. ITSM based on ISO/IEC 20000 will increase customer satisfaction because that customer requirements are fully met
  4. Reduce Incidents. Risk based thinking which adopted in ISO/IEC 20000 will reduce incidents because of the application of preventive action.
  5. Maximize Return. Implementing ISO/IEC 20000 helps organization to maximize its investment in IT.

Course Description

This one day ITSM awareness training based on ISO/IEC 20000-1:2011 is designed to provide thorough understanding of Information Security Management System. This training has been developed based on experience of successful ISMS implementations and consultancies with local and foreign organizations and diverse industry exposure.


Course Objective

The essential objectives of this course are:

  1. Build awareness of IT Service Management
  2. Explanation of ISO/IEC 20000:2011 family and how it relates each other
  3. How is ISO/IEC 20000 can create value to your organization through IT Excellent service
  4. Explaination of ISO/IEC 20000:2011 structures, clauses, and Service Management Systems (SMS)
  5. Steps to obtain certification for both individuals and organizations

Course Outline

  • Introduction to ITSM
  • Background to ISO/IEC 20000 product family, focus in ISO/IEC 20000-1:2011 and ISO/IEC 20000-2:2012
  • Structure of ISO/IEC 20000-2:2012
  • Step towards ISO/IEC 20000-1:2011 Certification

Target Audience

The Awareness course will be of interest to:

  • Those who wish to implement Information security management system based on ISO/IEC 20000-1:2011 in their organization
  • Those who will be required to have the working knowledge essential to motivate the team implementing the management system
  • Those who are planning to attend higher level training courses like ITSM internal auditor/ documentation & implementation/ lead auditor course

Duration

The training is a one day class.

Requirement

There are no prerequisites for this course.

Assessment

There are no prerequisites for this course.

ISO/IEC 20000 Foundation Level

This program is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management. The Foundation is the entry level of the ISO/IEC 20000 examinations. The purpose of the Foundation level is to confirm that the candidate has good/basic knowledge of the contents and requirements of the ISO/IEC 20000 standard and understands how the standard operates in a typical IT service provider organization. The Foundation meets the pre-requisite for entry to the Practitioner certification

 

Program Modules

  1. Introduction to ISO/IEC 20000
  2. Service management system general requirements
  3. Service delivery and relationship processes
  4. Design, transition, control, and resolution processes
  5. Audits
  6. Exam preparation

 

Target Audience

Staff working within an IT service provider organization who require a basic understanding of the standard, Staff working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

 

Duration

This program is a 3 days of intensive training class.

 

Requirement

There are no pre-requisites for this course, although a basic knowledge of Service
Management concepts is recommended.

 

Assessment

All participants must undergo ISO/IEC 20000 Foundation Certification exams conducted by APMG International in order to be certified. The exam will be closed book examinations consist of 40 Multiple Choice questions for 60 minutes duration. Minimum passing mark is 26 which is 65%.

 

ISO/IEC 20000 Practitioner Level

This program is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management. This course provides sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply the gained knowledge to a range of activities that would support organizations in conforming to the requirements of Part 1, and achieving and retaining ISO/IEC 20000 certification. The course covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005).

 

Program Modules

  1. The service management system
  2. The process of ISO/IEC 20000 Part 1 (fully)
  3. Applicability and the definition of scope
  4. How to implement and achieve ISO/IEC 20000
  5. ISO/IEC 20000 Part 2, 3, and 5 – What it contains and how to implement
  6. What organizations are involved
  7. Practical assignments, sample exam, and review

 

Target Audience

This qualification is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.

 

Duration

This program is a 3 days of intensive training class.

 

Requirement

There are no pre-requisites for this course, although a basic knowledge of Service
Management concepts is recommended.

Exam Format

Candidate must hold one of the following qualifications to qualify to sit the Practitioner exam: ISO/IEC 20000 Foundation or ITIL® Foundation.


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