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Implementation- IT Service Management (ITSM) ISO 20000-1:2011

Course Duration: 2 days


This course is designed for all employees in service industry who wish to implement IT service management in organization or who want to implement ITIL framework.

Course Objectives

  1. To gain overview of ITIL Framework 
  2. PDCA methodology applied to service management
  3. To understand supply chain relationship
  4. Knowledge about different concepts, functions and processes in ITSM
    • Reducing costs
    • Increasing Customer satisfaction
    • Improving Market Image and
    • Design and Transition of new or changed services
    • Design and development of new or changed service
    • Service Delivery Process
    • Relationship Process
    • Resolution Process
    • Control Process

Course Overview : Basics of ISMS

  1. Information about Service management system general requirements
  2. Governance of processes operated by other parties
  3. Service management policy and Documentation management
  4. Different roles required in implementation
  5. Audit requirements
  6. How to document Policies
  7. Introduction to Incident Management
  8. Introduction to Business Continuity And
  9. Implementation approach: How to implement ITSM (PDCA)

Who should attend?

  1. CIO, CFO,CTO, IT Managers, Network administrators, Sys Administrators, Application Development people,
  2. Implementation team members, Database administrators, Internal auditors

Hence people involved in ITSM implementation are suggested to take this training

Qualifications requirement
No specific pre-requisite however of educational qualification however people should know their operational concerns. Participants having ITSM knowledge will have advantage.

What you will get! 
Participants will get

  1. Course Material
  2. Exercises
  3. Participation certificate after attending complete course


Examination will be conducted immediately after completion of course

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