TRAINING ISO 20000 FOR IT SERVICE MANAGEMENT
TRAINING PENGENALAN ISO 20000 FOR IT SERVICE MANAGEMENT
TRAINING PRINSIP DASAR MANAJEMEN SERVICE IT
PROGRAM DESCRIPTION
ISO 20000 focuses on the integration and implementation sides of
service management processes. It is aimed for providing on going
control, greater efficiency and opportunities for continuing
improvement which in the end means that coordinating further within
other employees inside our organization to align the staff and
procedures of our service desk, service support, service delivery and
operations team.
When the training ends, the participants are expected to have
sufficient knowledge of contents and high-level requirements of ISO
20000 standard from its scope, objectives, key terminology and high
level requirements, as well as understand how the standard operates in
a typical IT service provider or an end-user organization together
with the main elements of the certification process.
PROGRAM OBJECTIVES
In details, at the end of this training, participants will be able to:
1. Understand scope and purpose of parts 1, 2, 3 and 5 of ISO 20000
2. Comprehend key terms and definitions
3. Value fundamental requirements and continual improvement
4. Understand processes, objectives and high level requirements
5. Familiarize with applicability and scope definition requirements
6. Value the purpose of internal and external audits and their
operation
7. Produce and assess gap analysis through improvement and
implementation plan
8. Understand, create, apply and evaluate a service management plan
9. Understand, create, apply and evaluate processes, procedures,
process specific plans and process specific policies
10. Understand relationship with IT-IL, ISO 9001 and ISO 27001
PROGRAM CONTENT IT SERVICE MANAGEMENT WITH ISO 20000
NO SESSIONS HOURS
1 Overview of ISO/IEC 20000 and its Requirements 1
2 Familiarizing with Purpose and Definition 1
3 Comprehending Terms and Definitions 1
4 Valuing Roles, Responsibilities, Requirements and Processes 1
5 Understandingthe Deming Cycle 2
6 Developing Service Management Plan 2
7 Applying Service Delivery and Relationship Processes 2
8 Deploying Design and Transition of New and Changed Service Processes
2
9 Implementing Control and Resolution Processes 2
10 Valuing Compatibility with other Management System Standards 1
11 Understanding Schemes for Certification and Qualification 1
 TOTAL HOURS 16
TRAINING METHODOLOGY
In order for effective learning and full appreciation, the course will
be delivered with 30% of the time devoted to important concepts and
other theory topics and 70% allotted for hands-on lab exercise and
case studies. Active participation will be encouraged through
individual work and collaborative effort.
TARGETED PARTICIPANTS
Those newly or experienced service delivery, service management,
business unit, quality, operational, Information Security, Information
Technology professionals, managers, and consultants who are involved
in, in-charge for, or manage Information Technology Service Management
Systemor introduce ISO 20000 further to their organizations.
WORKSHOP LEADERÂ
Goutama Bachtiar
A seasoned enterprise technologist and now budding entrepreneur with
14 years of experiences comprises 12 years of training and
education, 7 years of strategic partnership, 8 years of IT Audit, 4
years of service delivery, 8 years of writing and courseware, as well
as 6+ years of consulting, software development, project management
and network administration.
He has been actively serving as ISACA Subject Matter Expert and Exam
Developer along with PMI Program Evaluator and Guest Lecturer in
top-tier universities for Master and Undergraduate program, both
physical and online, in Indonesia and the U.S.
Various strategic positions he has helmed are Vice Chairman and Acting
Chairman, Executive Board Member, Co-Founder, Country Channel Manager,
Project Lead and Group Leader. Thus far his project engagement
involves broad activities of consultancy, training, content,
courseware, copywriting, information systems, enterprise application,
programs, web development, to translation.
Today he also has written triple digit articles concerning ICT,
management and business in a variety of local and foreign, in leading
media and companies. His areas of training are IT Audit, IT Project
Management, IT Governance, IT Service Management, COBIT, PMBOK, SEO
and Social Media.
Companies he has delivered his trainings are UMW Sdn Bhd, Malaysia
Securities Commission, SME Bank, PLN, CIMB Niaga, Aero Systems,
Newmont Nusa Tenggara, Artha Graha Bank, Artajasa, Prodia Widyahusada,
Thiess, Boehringer Ingelheim, Hokinda Citralestari, DPLK, BPD Jabar
Banten, Lintas Media Danawa, Cahaya Listrindo and Universitas Krida
Wacana.
JADWAL TRAINING TAHUN 2026
03 – 04 Januari 2026 | 16 – 17 Januari 2026
06 – 07 Februari 2026 | 20 – 21 Februari 2026
05 – 06 Maret 2026 | 19 – 20 Maret 2026
03 – 04 April 2026 | 23 – 24 April 2026
07 – 08 Mei 2026 | 21 – 22 Mei 2026
05 – 06 Juni 2026 | 25 – 26 Juni 2026
09 – 10 Juli 2026 | 23 – 24 Juli 2026
06 – 07 Agustus 2026 | 20 – 21 Agustus 2026
04 – 05 September 2026 | 18 – 19 September 2026
08 – 09 Oktober 2026 | 22 – 23 Oktober 2026
06 – 07 November 2026 | 26 – 27 November 2026
04 – 05 Desember 2026 | 18 – 19 Desember 2026
Metode Training
- Tatap Muka/offline
- Online via zoom
Kota Penyelenggaraan jika offline :
- Bandung
- Jogjakarta
- Surabaya
- Jakarta
fasilitas yang didapatkan
- Training Kit Eksklusif
- Tas
- Name Tag
- Modul
- Flash disk
- Ballpoint
- Block Note
- Souvenir
- Harga yang Reliable
- Trainer Kompeten di bidangnya
- Pelayanan Maksimal untuk peserta
- Penjemputan dari dan ke bandara
Investasi :
Public training : Rp. 4.500.000 (minimum 3 pax)
In House Training : on Call
