IT Service Management Overview ITIL & ISO 20000 (v2011)
Course Description:
This course provides introduction of IT Service Management concepts and basic requirements, both ITIL v3-2011 and ISO 20000-2011. Delegates will learn the differences between the old version and the latest version, as well as find out their challenges and benefits.
Duration : 3 Days (9:00 - 16:30)
Fee : 17,900 Baht exclude VAT (Early Bird 15,900 Baht exclude VAT)
(Fee includes Course Material + Coffee Break and Lunch)
Instructor: Khun Piya Chiewcharat (See Profile >>Here)
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Consulting Manager & General Manager Pholsiri Consults & Services LTD
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Instructor for IT Service Management based on ISO 20000
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Instructor for ITILv3 Foundation and ITIL v3 Intermediate
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Instructor for Project Management based on PMP and PRINCE2
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Instructor for IT Risk Management
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IT/Business Consultant
Training Date:
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15-17 July 2015
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7 - 9 March 2016
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5 - 7 October 2016
Training Venue: Conference Center, 4th Floor,Q-House Lumpini, 1 South Sathorn Rd(near MRT Lumpini Station Exit 2) >> See Map
Who Should Attend:
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IT Manager
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IT Process Improvement
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IT Department Head
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Service Manager
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Those who would like to develop IT Service Management in your organization
Prerequisite: -
Benefits :
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Understand the concept of IT Service Management
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Understand how IT Service Management help develop your organization
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Learn the IT Service process mapping and how to identify roadmap
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Recognize the challenges and benefit of IT Service Management
Course Outline:
•Introduction of IT Service Management
•History of IT Service Management – ITIL and ISO/IEC20000
•ITIL – The Good Practice Framework
oThe Service Life Cycle - Introduction
oService Strategy (SS)
Service Portfolio Management, Finance Management, Business Relationship Management, etc.
oService Design (SD)
Service Level Management, Capacity Management, Information Security Management, IT Service Continuity Management, etc.
oService Transition (ST)
Change Management, Release and Deployment Management, Knowledge Management, etc.
oService Operations (SO)
Incident Management, Problem Management, Event Management, etc.
oContinual Service Improvement (CSI)
Deming Cycle, CSI Model, KPI&CSF, etc.
•ISO/IEC20000 – The Service Management Standard
oService Management System
oDesign and transition of new or changed services
oService Delivery Processes
oResolution Processes
oRelationship Processes
oControl Processes
•Process Mapping
•Benefits and Differences
•Which one is suitable for your organization?
•Roadmap idea
Online Registration >>HERE
