IT Management


  • Quizzes No
  • Skill level Advance
  • Language English
  • Duration 06:55:49 H
  • Total Enrollments: 1

Course Description

If you want to deliver excellent service to your customer then this course is for you. Every organization wants to add value to customers.  ISO/IEC 20000:2018-1 makes it easy by providing a baseline of what exactly needs to do. It specifies the requirements for an SMS, including how to plan, design, transition, delivers, and improve services so they deliver value for you and your customers.

By attending this course you’ll learn about the ISO/IEC 20000:2018-1 requirements and how to interpret and apply the key concepts and principles of the standard to existing processes or build a process within your organization. When some people find ITIL4 is complex to implement, ISO/IEC20000:2018 is easy to understand and implement. However, if you have an understanding and knowledge of ITIL 4, Governance and management framework, it will complement your learning to a great extend. 



Learning Outcomes

    -Achieving ISO 20000 certification can help your organization improve its services 
    -Creating a framework for independent assessment. 
    -Having an ISO 20000 qualification can also improve career and salary prospects
    -It also gives organization a competitive advantage, as it demonstrates reliability and high quality of service.



    ISO IEC 20000-2018 Introduction
    Structure of ISO IEC 2000-2018
    Right Participants for ISO-IEC 20000-2018

3.1 Terms Specific to management System Standards

    3.1 Terms Specific to management System Standards-part 1
    3.1 Terms Specific to IS-IEC 20000-2018-(part2) Documented information to Non-confirmity
    3.1 Terms Specific to IS-IEC 20000-2018_(Part 3) Objective to Top Management
    Process Model
    What is governance and why do we need it

3.2 Terms Specific Service Management

    3.2 terms specific to Service managment-Part-2_Information Security to Service_1
    3.2 terms specific to Service management-Part-2_Information Security to Service
    3.2 Terms specific to Service management-Asset to Incident Management

Context of the organization (Clause 4 of ISO/IEC 20000-1:2018)

    Context of the organization

Leadership (Clause 5 of ISO/IEC 20000-1:2018)

    Leadership and Commitment

Planning (Clause 6 of ISO/IEC 20000-1:2018)

    Support the Service Management System

Support of the Service Management System- Clause 7 of ISO/IEC 20000-1:2018

    Support the Service Management System

Operation of the Service Management System- Clause 8 of ISO/IEC 20000-1:2018

    Operation of the service Management-overview
    8.2.1 Service Delivery, 8.2.2 Plan the Service, 8.3.2 Control of interested parties
    8.2.4-service catalogue management
    8.2.5 Asset Management and 826 Configuration Management
    8.3 Relationship and Agreement
    8.4 Supply and Demand
    8.5 Service Design, build and transition-851 Change Management
    8.5.2 Service design build and transition, 8.5.3 Release management
    8.6 Resolution and Fulfilment (Incident management, Request Fulfilment and problem Management)
    8.7 Service Assurance(availability management, Service Continuity and Information Security)

Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018)

    Performance Evaluation Audio Extracted
    9.4 Service Reporting

Improvement (Clause 10 of ISO/IEC 20000-1:2018)

    Continual Improvement



Ibrahim Hossain

Managing Director & CEO at Eduera Limited & Global Skills Development Agency

Mr. Hossain is an award winning EXIN & PEOPLECERT accredited ITIL Expert trainer who has prepared all 8 courseware for ITIL foundation to Expert level. He is also certified ISO/IEC 20000 consultant for IT service Management Processes.

Mr. Hossain trained thousands of professionals with 98% success record started from CANADA, America, UK, Norway, Sweden, South Africa, Bangladesh ARMY, Bangladesh Police, IFC-The World Bank Group, CISCO, Ericsson, HUAWEI, Grameenphone, Robi, Bangla link, Airtel, Digicon, Mirtelecom, and many others.

He received award from customers for delivering outstanding training and rated as 5 start trainer. Here are the reviews
Along with Training and Certification Mr. Hossain helps IT companies to design and implement best practices to ensure:
1. Increase Revenue
2. Consistent Service delivery
3. Higher customer satisfaction
4. High Performing organizational culture

Bangladesh ARMY has reported multi time increase in their revenue with guidance of Ibrahim Hossain. See the attached report from customer below this cv.

Cosmopolitan IT reported for getting more customers and revenue after training and consultancy from Ibrahim Hossain.

ITIL Expert students have reported for getting new responsibilities and better job with multiple 6 figures in a month. Almost every student reported that they are more confident after receiving training from Mr. Ibrahim Hossain

Mr. Hossain also had years of practical experience in IT Service management, and Telecom Industry on ISO 20000: 2008 and 2013 process implementation, IT Service management tool deployment, lead and implement ITIL and ITSM tool deployment for companies like Accenture Bangladesh, Bangladesh Army, Grameenphone Ltd. and World Vision Bangladesh.

By heart he is a trainer and facilitates the training workshops by managing the dynamics of the groups and corporate. He consistently upgrades his knowledge and sustains high quality Consulting Services and training delivery


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