Melbourne, Sydney,
Brisbane and Canberra.
AusIndustry funding may be
available to offset some of the external consultancy
costs.
One-day
Workshops
*
Sydney
* Melbourne * Brisbane * Canberra *
All are one day
workshops - 9am to 5pm (Lunch provided)
In-house Workshops
[click Contact
Us]
For information and
pricing of in-house workshops, please contact
Montrose.
According to
Gartner, "the new ISO/IEC 20000 standard is set to become a
cornerstone for improving the management of external service
providers."
ISO notes that "Today,
IT service providers are under sustained pressure to deliver
high quality service at minimum cost. Concerns have been
raised that IT services, whether provided by an in-house IT
department or an external organization, are not aligned with
the needs of the business and its customers. ISO/IEC 20000
will reduce operational exposure to risk, meet contractual
and tendering requirements, demonstrate service quality and
deliver best value."
Workshop
Format
This one-day workshop is
highly interactive, combining presentations and exercises.
Participants will learn about the first international
standard for IT Service Management, ISO/IEC 20000:2005. This
new standard replaces BS 15000, which was based on the IT
Infrastructure Library (ITIL). The new standard integrates
the process-based approach of ISO's management system
standards - ISO 9001:2000 and ISO 14001:2004.
ISO/IEC 20000:2005 Part 1:
Specification provides requirements for IT service
management . Part 2: Code of practice represents an industry
consensus on guidance and assistance to service providers
planning service improvements or to be audited against the
standard. The Workshop covers Parts 1 and 2, providing a
practical, step-by-step approach to implementing a compliant
IT service management system. Working in groups,
participants will gain hands-on experience in creating
specific IT service management deliverables.
Comprehensive student
workbooks contain the presentation materials, supplementary
notes and references to web-based resources including
templates, sample documents, checklists and tools
What will be
covered?
IT Service Management
Overview
- Background - ITIL to
BS15000 to ISO/IEC 20000:2005
- Overview of ISO/IEC
20000:2005 service management processes
- Requirements for a
management system
Planning and
implementing service management
- Plan service
management (Plan) .
- Implement service
management and provide the services (Do)
- Monitoring, measuring
and reviewing (Check)
- Continual improvement
(Act)
- Planning and
implementing new or changed services
Service delivery
processes
- Service level
management
- Service
reporting
- Service continuity and
availability management
- Budgeting and
accounting for IT services
- Capacity
management
- Information security
management
Relationship and
Resolution Processes
- Business relationship
management
- Supplier
management
- Incident
management
- Problem
management
Control and Release
Processes
- Configuration
management
- Change
management
- Release
management
About your workshop
leader, Ted Smillie
Ted is Director, Quality
Assurance Services at Montrose Computer Services. He is past
NSW and current National Chairman, Software Quality
Association. His specialties are Software Process
Improvement, Software Project Management, Software Quality
Assurance and Software Testing.
Other activities include
work as an IT auditor on internal and external audits. Ted
has conducted numerous ISO 9001 certification audits. He has
also assessed clients' compliance with ISO 15504 (SPICE),
AS4360, Risk management, AS 7799, Information security
management and ISO/IEC 20000, IT Service management.
Ted has published numerous
articles and is a regular speaker at IT conferences on
topics which include IT Benchmarking, IT Project Planning,
Software QA & Testing, Data Quality, Software Metrics
and e-Commerce issues. He has run internal and external
training courses in Australia, USA, China, Singapore,
Malaysia and PNG and has consulted to over 80 clients,
including Australia Post, Australian Quarantine &
Inspection Service, National Computer Board Singapore,
Optus, Permanent Trustee, State Rail Authority NSW and UTS,
Sydney
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