ISO 20000: Information Technology Services Management System

Course Code: IT 01 (Introduction to ISO 20000)                                                 Duration: 01 Day


The objective of this course is to enable the participant in implementing best management practices at their organization in providing services related to Information Technology to its customers and clients. This course provides guidance on developing Information Technology Services Management objectives and plans for implementation of these services while ensuring applications of such measures as Capacity Measurement, their budgeting and accounting, ensuring availability and continuation of services and resolution of problems (internal and external). The training ensures that all steps from execution till closure of services are covered comprehensively.

Course Contents

  • Development of IT Services Objectives and their achievement plan
  • Development of procedures for IT Services management
  • Development of System for reporting services
  • Ensuring availability and continuity of services
  • Capacity Management (Ensuring availability of required and relevant resources)
  • Development of System to manage accounting budgeting of services (and related resources)
  • Development of a system to evaluate suppliers on the basis of quality of their products and services
  • Customer Handling (Customer Compliant handling and satisfaction level)
  • Development of System for incident management
  • Development of System for Corrective and Preventive actions
  • Change and Configuration Management System
  • Internal Auditing System based on ISO 20000

Course Code: IT 02 (Advance Training on ISO 20000)                                                 Duration: 03 Days


This three day workshop is designed to explore the benefits of achieving ISO 20000 certification, how to plan for ISO 20000 certification and helps in defining pointers for making the business case for internal approval. The workshop examines approaches to implementation and potential issues that need to be managed to achieve ISO 20000 compliance. The course objectives include:

  • To provide an understanding of the ISO 20000 Standard and associated ITSMS Certification process.
  • To provide guidance on assessing and organizations readiness for ISO 20000
  • To provide guidance on preparing organizations for ISO 20000 Certification

Course Contents

The course will include:

Overview of the ISO 20000 Service Management standard

  • Introduction & background
  • The certification scheme
  • Use & application of the standard (Part 1 & 2)
  • Assessments & Audits
  • Role of Toolsets
  • Eligibility & Scope

Coordination & integration Processes

  • Requirements for a Management System
  • Planning & Implementing Service Management
  • Planning & Implementing new & changes services

Service Delivery Process

  • Service Level Management
  • Capacity Management
  • Service Continuity & Availability Management
  • Budgeting & Accounting for IT Services
  • Service Reporting
  • Information Security Management

Resolution, Control & Release Processes

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release management

Relationship Processes

  • Business Relationship Management
  • Supplier Management