🎯 Training Objective
This training aims to inform teams responsible for the implementation of the ISO/IEC 20000-1 standard within the organization at a practical level. It focuses on the establishment of the service management system, process structuring, and the continuous improvement approach.
📚 Training Content
- Scope and requirements of the ISO/IEC 20000-1 standard
- Establishment of service management processes (Incident, Problem, Change, SLA, etc.)
- Creation of service catalogs
- Inter-process relationships and integration structures
- Performance indicators and monitoring methods
- Documentation structure and control
- Preparation for exercises, internal audits, and management reviews
👥 Who Should Attend?
- IT service management practitioners
- Process owners and managers
- Quality and information security teams
- Individuals responsible for managing the ISO/IEC 20000-1 system
📌 Training Duration and Format
- Duration: 2 days (12 hours)
- Format: Supported by hands-on presentations, group exercises, and sample templates
✅ Key Achievements
- Ability to establish and manage the ISO/IEC 20000-1 system within the organization
- Capability to design and implement service management processes
- Ability to apply system monitoring, measurement, and continuous improvement methods
- Readiness for the ISO/IEC 20000-1 certification process