ISO 20000-1 Awareness Training
ISO 20000-1 Awareness Training
ISO 20000-1 Awareness Training
ISO 20000-1:2011
Information technology
Service
management
AWARENESS
One day Training Program()
IEC/ISO 20000-1:2011
Welcome &
Introductions
Course Objectives
7/12/16
Time Table
DAY 1:
0900
Introduction
0915
Exercise - Introduction
1000
1100
Tea Break
1115
1300Lunch
1400
1545
Tea Break
1600
1700Summary Day 1
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Time Table
DAY 2:
0900
Day review
0930
1100
Tea Break
1115
1300Lunch
1400
1545
Tea Break
1600
Summary Day 1
1630
1700
Close
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EXERCISE -1
INTRODUCTION
Introduce yourself
Include details like ISO management systems and SMS exposure, objective of
attending this course, etc.
Also, please add one thing that makes you a special person on this earth!
And, what would you like to do to make everyones living better on this earth!
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Service management
System
Basic concepts
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What is Service?
Definition as per the standard
3.26
service
means of delivering value for the customer by facilitating results the customer wants to
achieve
NOTE 1 Service is generally intangible.
NOTE 2 A service can also be delivered to the service provider by a supplier, an internal
group or a customer acting as a supplier.
Extracted from ISO 20000-1:2011 Terms and definitions
.. (without the ownership of specific costs and risks)
PEOPLE DONT WANT DRILLS, THEY WANT HOLES!!
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Service providers are organizations that supply services to one or more internal or
external customers. Three different types of service providers are distinguished:
Type I: Internal service provider - An internal service provider that is embedded within
a Business Unit. There may be several type I service providers within an organization.
Type II: Shared Services Unit - An internal service provider that provides shared IT
services to more than one Business Unit.
Type III: External service provider - A service provider that provides IT services to
external customers.
The service portfolio represents the opportunities and readiness of a service provider
to serve the customers and the market space. The service portfolio can be divided into
three subsets of services:
Service catalogue - The services that are available to customers.
Service pipeline - The services that are either under consideration or in
development.
Retired services - Services that are phased out or withdrawn.
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Capacity Managment
Capacity management can be a extremely technical, complex and demanding process
that comprises three sub-processes (Figure 4.4):
Business capacity management - Translates the customers requirements into
specifications for the service and IT infrastructure; focus on current and future
requirements.
e.g project specific capacity in project SOW mapped with organisationallevel capcity plan
Service capacity management - Identifies and understands the IT services (including
the sources, patterns, etc) to make them comply with the defined targets.
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Availability Management
Services must be restored quickly when they are unavailable to users. The Mean Time to
Restore Service (MTRS) is the time within which a function (service, system or
component) is back up after a failure. The MTRS depends on a number of factors, such
as:
configuration of service assets
MTRS of individual components
competencies of support personnel
available resources
policy plans
procedures
Redundancy
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