ISO/IEC 20000:2011 Service Management Systems- Fundamentals

Date(s) - Dec 12,2019 - Dec 13,2019
9:00 am - 5:00 pm

I’M Hotel - 7862 Makati Ave, Makati, 1210 Metro Manila
I’M Hotel


This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2011, as well as the best practices for implementing the IT service management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes 

Duration 2- Day Program 

Learning Objectives
At the end of this training, participants will be able to:

  • Understand the implementation of an IT Service Management System in accordance with ISO 20000
  • Understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
  • Know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2011 and ITIL
  • Know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
  • Acquire the necessary expertise to contribute in implementing an IT Service Management System (ITSMS) as specified in ISO 20000

Target Audience

  • Members of an IT service team
  • IT professionals wanting to gain a comprehensive knowledge of the main processes of an IT Service Management System (ITSMS)
  • Staff involved in the implementation of the ISO 20000 Standard
  • Technicians involved in operations related to an ITSMS
  • Auditors

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