ISO/IEC 20000-1:2018. Service Management System

Topic 1 Context of Organization and Leadership

• About the ISO/IEC 20000 series
• Understanding the organization and its context
• Needs and expectations of interested parties
• The scope of the Service Management System
• Leadership and commitment
• The service management policy
• Organizational roles, responsibilities and authorities

Topic 2 Planning, Support

• Actions to address risks and opportunities
• Service management objectives and planning to achieve them
• Plan the Service management system
• Resources
• Competence
• Awareness
• Communication
• Documented information

Topic 3 Operation

• Operational planning and control
• Service delivery
• Plan the services
• Control of parties involved in the service lifecycle
• Service catalogue management
• Asset management
• Configuration management
• Business relationship management
• Service level management
• Supplier management
• Budgeting and accounting for services
• Demand management
• Capacity management
• Change management
• Service design and transition
• Release and deployment management
• Incident management
• Service request management
• Problem management
• Service availability management
• Service continuity management
• Information security management

Topic 4 Performance Monitor and Continual Improvement

• Monitoring, measurement, analysis and evaluation
• Internal audit
• Management review
• Nonconformity and corrective action
• Continual improvement

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Minimum Entry Requirement

Knowledge and Skills

• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

• Positive Learning Attitude
• Enthusiastic Learner

Experience

• Minimum of 1 year of working experience.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

TBD

Hardware: Window or Mac Laptops

• IT Manager
• Service Manager
• Service Improvement Manager
• Service Desk Manager
• IT Consultant
• IT Auditor
• Quality Manager
• Process Manager
• IT Operations Manager
• IT Project Manager
• Service Level Manager
• IT Director
• IT Governance Manager
• IT Service Delivery Manager
• IT Support Manager

Eddy Chee: Eddy Chee is the Managing Consultant of Excellenc Consulting & Q-Training Services Pte Ltd, a company specializing in total quality management consultancy and training. With over 30 years of experience in quality assurance and reliability across the semiconductor, electronics, and equipment manufacturing industries, Mr. Chee has held key roles such as ISO Management Representative, Lead Auditor, and Manager in various sectors. His extensive expertise spans ISO 9001, ISO 14001, and IATF 16949 standards.

As a seasoned consultant, Mr. Chee has successfully guided numerous organizations in implementing management systems in industries such as manufacturing, construction, healthcare, and logistics. His knowledge of quality improvement techniques includes conducting in-house training on key methodologies like APQP, FMEA, DOE, 5S, and problem-solving tools. Through his leadership, Excellenc Consulting continues to help businesses enhance their operational efficiency and competitiveness in today’s market.

Terence Ee: Terence Ee is a ACTA certified trainr that has delivered IT training in Singapore and Myanmar. He has also facilitated faith formation courses for Christians in Singapore and Myanmar. As a trainer, his mission is to co-create insightful and actionable learning experiences with his learners.His current areas of focus include project management, information security management, quality management and office productivity applications.

Terence has more than 25 years of corporate IT experience. He has held senior management roles in the public and private sectors. He holds a Master of Science in Technology Management, a Bachelor of Science in Computer and Information Sciences, a Diploma in Family Education, and the Advanced Certificate in Training and Assessment (ACTA). Part of his spare time goes towards tutoring his children in their studies (while learning a thing or two along the way). He is also imparting to them the essential skills for thriving in a digital world.