ISO 20000:2011

ISO 20000:2011
May 23, 2018 No Comments » General Management adminweb

ISO 20000:2011

ISO 20000:2011


This qualification training covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: 2011 IT Service Management. It covers the certification requirements of ISO/IEC 20000:2011 and how the guidance in ISO/IEC 20000:2011 can be adopted by an organization to deliver effective managed services and continually improve those services. The qualification is aimed at staff in internal and external service provider organizations who require knowledge and understanding of the ISO/IEC 20000:2011 standard and its content.


  1. Describe the scope, aims and use of the ISO/IEC 20000:2011
  2. Explain their understanding of the integrated approach to maintaining IT service management systems and processes that conform with ISO/IEC 20000:2011 certification
  3. Describe the scoping and eligibility requirements and options to achieve certification
  4. Understand and describe the requirements of the IT service management system and the Plan, Do, Check Act cycle
  5. Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 :2011 Specification
  6. Recognize and describe the need to: Explain how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.


  1. Understanding the application of the standard – when it can be used and when it may not be applicable
  2. Assessing readiness and gap analysis
  3. Defining the scope
  4. Project steps required to achieve certification
  5. Producing an improvement plan
  6. Producing a service management plan
  7. Using ITIL and other standards to support the development of the service management system
  8. Use of tools
  9. Reviewing the governance requirements when other parties support the service provider in the operation of processes
  10. The certification process and the roles involved
  11. Evidence required for certification
  12. Improvement activities required after an initial certificate is awarded.


Presentasi, Group Discussion ,Studi Kasus 


The course is aimed at practitioners, consultants and managers. All of these roles may be involved in supporting the initial achievement of ISO/IEC 20000:2011 certification and then the on-going use of the service management system.

Investasi dan Fasilitas

Rp. 5.900.000 (Non Residential) untuk lokasi di Yogyakarta

Quota minimum 2 peserta

Fasilitas : Certificate,Training kits, USB, Lunch, Coffee Break, Souvenir 


Dr. Ir. Fauzi Hasan. MM, MBA, and Team

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