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Provided by: Sridhar's Quality Academy ISO 20000(ITSMS) Implementation Workshop |
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ISO 20000(ITSMS) Implementation Workshop
DAY - 1
Introduction
- What is Service mgmt?
- Why do we need it?
- Where can we use it?
- Who can use it?
- What is a service?
- Intro to ISO 20000
- Intro to ITIL
3.Requirements of the Management System
- Mgmt responsibility
- Documentation
- Competency, Awareness & Training
Hands on: Scope, Policy, Objectives; Identify Training considerations
4. Planning and implementing service management
4.1 Plan service management ( PLAN)
4.2 Implement ITSM and provide services ( DO)
4.3 Monitoring ,Measuring and reviewing (CHECK)
4.4 Continuous Improvement ( ACT)
Hands on: Service Mgmt plan, Service Improvement plan
5. Planning for new or changed services
- Implementing change
Hands on: Change considerations
6. Service Delivery Process
6.1 Service level management
6.2 Service reporting
Hands on: Scope & service catalogue, Reporting
6.3 Availability and service continuity mgmt
6.4 Budgeting and accounting for IT services
Hands on: BCP, Accounting
6.5 Capacity Management
Hands on: Capacity Mgmt considerations
Q&A
End of Day-1
DAY - 2
6.6 Information security management
Hands on: Arriving at SOA
7. Relationship Process
7.1 Business relationship management
7.2 Supplier management
Hands on: Contracts and Management
8. Resolution Process
8.1 Incident Mgmt
8.2 Problem Mgmt
Hands on: Process for Incident classification and mgmt
Hands on: Process for problem mgmt and prevention
9. Control Process
9.1 Configuration Mgmt
Hands on: Identify the content of CMDB
Strategy for implementing CMDB
9.2 Change Mgmt
Hands on: Change request contents
Critical success Factors for change
Conditions for emergency change
10.Release Process
10.1 Release Mgmt
Hands on: Release planning
Closure Q&A
Feed back
Introduction
- What is Service mgmt?
- Why do we need it?
- Where can we use it?
- Who can use it?
- What is a service?
- Intro to ISO 20000
- Intro to ITIL
3.Requirements of the Management System
- Mgmt responsibility
- Documentation
- Competency, Awareness & Training
Hands on: Scope, Policy, Objectives; Identify Training considerations
4. Planning and implementing service management
4.1 Plan service management ( PLAN)
4.2 Implement ITSM and provide services ( DO)
4.3 Monitoring ,Measuring and reviewing (CHECK)
4.4 Continuous Improvement ( ACT)
Hands on: Service Mgmt plan, Service Improvement plan
5. Planning for new or changed services
- Implementing change
Hands on: Change considerations
6. Service Delivery Process
6.1 Service level management
6.2 Service reporting
Hands on: Scope & service catalogue, Reporting
6.3 Availability and service continuity mgmt
6.4 Budgeting and accounting for IT services
Hands on: BCP, Accounting
6.5 Capacity Management
Hands on: Capacity Mgmt considerations
Q&A
End of Day-1
DAY - 2
6.6 Information security management
Hands on: Arriving at SOA
7. Relationship Process
7.1 Business relationship management
7.2 Supplier management
Hands on: Contracts and Management
8. Resolution Process
8.1 Incident Mgmt
8.2 Problem Mgmt
Hands on: Process for Incident classification and mgmt
Hands on: Process for problem mgmt and prevention
9. Control Process
9.1 Configuration Mgmt
Hands on: Identify the content of CMDB
Strategy for implementing CMDB
9.2 Change Mgmt
Hands on: Change request contents
Critical success Factors for change
Conditions for emergency change
10.Release Process
10.1 Release Mgmt
Hands on: Release planning
Closure Q&A
Feed back
About The Training Provider: Sridhar's Quality Academy
Sridhar's Quality Academy - Headed by Mr Sridhar Chakravarthi an IAF Officer and Lead Auditor Trainer - ISO 9001/ BS 7799(ISO 27001)/ BS 15000(ISO 20000), STRATEGIQA (formerly Sridhar's Quality Academy SQA ) is striving to achieve a landmark in training the people in various Process Improvement Systems which will keep an Organization at its best.
Sridhar has worked with the organizations like KPMG and has helped...
