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Training content
Overview
ISO/IEC 20000 IT Service Management System Awareness Training has been designed to provide a basic understanding of the IT service management approach and the requirements of ISO/IEC 20000.
The training is based on the requirements of ISO/IEC 20000-1:2018 and ISO/IEC 20000-1:2018/Amd 1:2024.
The language of the training is Turkish. The training is delivered online.
About the Training
The training covers the service management system, service planning, service levels, incidents, problems, changes, capacity, continuity, information security, supplier management and continual improvement.
Who Should Attend?
- IT staff
- IT managers
- Service management teams
- System administrators
- Quality personnel
- Risk and compliance teams
- Management system representatives
Objectives and Outcomes
The aim is for participants to understand the ISO/IEC 20000 approach, become familiar with IT service management processes and contribute to improving service quality.
By the End of the Training
Participants will be able to:
- Explain the purpose of ISO/IEC 20000.
- Recognise service management processes.
- Understand the concept of service levels.
- Distinguish between incident and problem management.
- Understand change processes.
- Explain service continuity.
- Contribute to continual improvement.
Programme and Method
Training Topics
- Introduction to ISO/IEC 20000-1
- Service Management System
- Context of the Organisation
- Leadership and Planning
- Risks and Opportunities
- Service Portfolio
- Service Level Management
- Demand and Capacity Management
- Service Continuity
- Information Security
- Supplier Management
- Relationship Management
- Incident and Service Request Management
- Problem Management
- Change Management
- Release and Deployment
- Performance and Improvement
- Climate Change Requirements
Training Method
The training is delivered through subject presentations, IT service examples, short case studies and practical scenarios.
Attendance and Certificate
Certificate Rule
A certificate of attendance is issued to all participants whose attendance has been confirmed. To receive a certificate of achievement, participants must obtain a passing grade in the examination at the end of the training; participants who use all their examination attempts but do not pass will be issued a certificate of attendance.
FAQ and Resources
Who is ISO/IEC 20000 Awareness Training suitable for?
It is suitable for all employees who wish to gain a basic understanding of IT service management.
What is the primary purpose of ISO/IEC 20000-1?
It is to define the management system requirements for the planning, delivery, monitoring and continual improvement of IT services.
Are incident management and problem management the same?
No. Incident management focuses on restoring the service to normal as quickly as possible, while problem management focuses on identifying the root causes of incidents.
What is service level management?
It is the process of defining and monitoring service objectives and managing them in line with customer expectations.
What does the 2024 amendment cover?
It includes amendments concerning the consideration of climate change within the context of the organisation and interested parties.
Is there an examination at the end of the training?
Yes. An assessment examination is administered at the end of the training.
References
- ISO/IEC 20000-1:2018
- ISO/IEC 20000-1:2018/Amd 1:2024
- ISO/IEC 20000-2:2019
- ISO/IEC 20000-3:2019
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