PRIORITY business intelligence

Duration: 2 days

Description

The training course is approved by itSMF/ APMG and leads to the certified training for IT Service Management Internal Auditors. The training material and methodology is in accordance with itSMF requirements and trainees will participate in exercises and examinations leading to the "itSMF ISO 20000 Auditor" certificate.

The ISO/IEC 20000 standard contains globally accepted best practices concerning the management of IT Services and also enforces a significant number of the ISO/IEC 27001 Information Security standard requirements and principles. It is closely related to ITIL (Information Technology Infrastructure Library) and aims at the optimum organization and management of information infrastructure (hardware, software, procedures, personnel) in order to achieve maximum quality of delivered IT Services.

The course will be delivered in English.

Who should attend

The course is aimed at candidate Internal Auditors, IT Service Managers and all staff involved in the design and implementation of an IT Service Management System.

Trainees will familiarize themselves will all concepts and definitions of IT Service Management (incident, problem, change, release, configuration) and the requirements governing IT Service Management. Through exercises and practical use cases they will apply the ISO 20000 methodology for service design, specification definition and service level monitoring of IT Services. Core Information Security and Business Continuity principles will be analyzed and the intricacies of business relationship management with service customers and suppliers will be comprehensively examined.

Course Syllabus

Day 1

• Introduction, overview of the course and the training material
• Contents and structure of the ISO/IEC 20000-1 and 20000-2 standards
  • IT Service Management System requirements
  • Design/ implementation of IT Services
  • Service Level Management
  • Reporting, Budgeting & Accounting
  • Capacity Management
  • Business Continuity and Availability Management
  • Information Security Management
  • Exercises

Day 2

• Day 1 course contents review
• Contents and structure of the ISO/IEC 20000-1 and 20000-2 standards (cont.)
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Business Relationship Management
  • Supplier Management
• Audit procedure
• Exercises
• Examination

General Information

The course cost includes: itSMF/ APMG Examination fee, Coffee Breaks & Lunch Break.

• The course cost must be prepaid by bank transfer (Account number: ALPHA BANK 131 00 2320 00 2311)
• The seminar may be subsidized by the LAEK OAED 0,45 program.
• The course will be delivered in the seminar room of PRIORITY.
• Additional information can be provided by Ms. Ε. Lykaki, Tel. 210-2509900, This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Course date