Tag Archives: ISO 20000

ISO 20000 for IT Service Management

Event

14 – 15 Desember 2018 | Rp 5.145.000 di Amaris La Codefin/ Amaris Hotel Mampang, Jakarta

Jadwal Training 2019

05 – 06 Maret 2019 | Rp 5.445.000 di Amaris Hotel/ Neo Hotel/ Santika Hotel, Jakarta
27 – 28 Mei 2019 | Rp 5.445.000 di Amaris Hotel/ Neo Hotel/ Santika Hotel, Jakarta

Jadwal Training 2019 Selanjutnya …

 

 

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

NOSESSIONSHOURS
1Overview of ISO/IEC 20000 and its Requirements1
2Familiarizing with Purpose and Definition1
3Comprehending Terms and Definitions1
4Valuing Roles, Responsibilities, Requirements and Processes1
5Understandingthe Deming Cycle2
6Developing Service Management Plan2
7Applying Service Delivery and Relationship Processes2
8Deploying Design and Transition of New and Changed Service Processes2
9Implementing Control and Resolution Processes2
10Valuing Compatibility with other Management System Standards1
11Understanding Schemes for Certification and Qualification1
 TOTAL HOURS16



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 LEADER 

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 2019

  • 05 – 06 Maret 2019
  • 27 – 28 Mei 2019
  • 01 – 02 Juli 2019
  • 06 – 07 September 2019
  • 13 – 14 Desember 2019

 

Lokasi Training:

Amaris Hotel La Codefin Kemang/ Neo Hotel – Kebayoran/ Hotel Santika Premiere Hayam Wuruk , Jakarta

 

Fee

2018

  • Rp. 4.050.000, – (Registration 3 person/more; payment 1 week before training)
  • Rp. 4.300.000, – (Reg 2 weeks before training ; payment 1 week before training)
  • Rp. 4.750.000, – (On The Spot; payment at the last of training )
  • Rp. 5.145.000, – (Full Fare)

2019

  • Rp. 4.350.000, – (Registration 3 person/more; payment 1 week before training)
  • Rp. 4.600.000, – (Reg 2 weeks before training ; payment 1 week before training)
  • Rp. 5.050.000, – (On The Spot; payment at the last training )
  • Rp. 5.445.000, – (Full Fare)

 

Implementing IT Service Management with ISO 20000

Formulir Pra-Pendaftaran Public Training / Permintaan Informasi Lebih Lanjut
  1. JENIS INFORMASI/TRAINING
  2. (required)
  3. (required)
  4. DATA PRIBADI
  5. (required)
  6. (required)
  7. (required)
  8. (valid email required)
  9. (required)
  10. (required)
  11. DATA PRE REGISTRATION (Tidak Mengikat)
  12. (required)
  13. PESAN UNTUK PENYELENGGARA TRAINING
 

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ISO 20000: 2011

Event

15 – 17 Oktober 2018 | Rp 5.900.000,- per peserta  di Hotel Ibis, Yogyakarta
22 – 24 Oktober 2018 | Rp 5.900.000,- per peserta  di Hotel Ibis, Yogyakarta
29 – 31 Oktober 2018 | Rp 5.900.000,- per peserta  di Hotel Ibis, Yogyakarta

Jadwal Training 2018 Selanjutnya …

02 – 04 Januari 2019 | Rp 5.900.000,- per peserta di Hotel Ibis, Yogyakarta
07 – 09 Januari 2019 | Rp 5.900.000,- per peserta di Hotel Ibis, Yogyakarta

Jadwal Training 2019 Selanjutnya …

 

 

Background Training ISO 20000: 2011

This qualification training covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: 2011 IT Service Management. It covers the certification requirements of ISO/IEC 20000: 2011 and how the guidance in ISO/IEC 20000: 2011 can be adopted by an organization to deliver effective managed services and continually improve those services. The qualification is aimed at staff in internal and external service provider organizations who require knowledge and understanding of the ISO/IEC 20000: 2011 standard and its content.



Objectives Training ISO 20000: 2011

  • Describe the scope, aims and use of the ISO/IEC 20000: 2011
  • Explain their understanding of the integrated approach to maintaining IT service management systems and processes that conform with ISO/IEC 20000: 2011 certification
  • Describe the scoping and eligibility requirements and options to achieve certification
  • Understand and describe the requirements of the IT service management system and the Plan, Do, Check Act cycle
  • Understand and describe the objectives and requirements of each section of the ISO/IEC 20000: 2011 Specification
  • Recognize and describe the need to:
  • Explain how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.

 

Audience Training ISO 20000: 2011:

The course is aimed at practitioners, consultants and managers. All of these roles may be involved in supporting the initial achievement of ISO/IEC 20000: 2011 certification and then the on-going use of the service management system.

 

Contents Training ISO 20000: 2011

  • Understanding the application of the standard – when it can be used and when it may not be applicable
  • Assessing readiness and gap analysis
  • Defining the scope
  • Project steps required to achieve certification
  • Producing an improvement plan
  • Producing a service management plan
  • Using ITIL and other standards to support the development of the service management system
  • Use of tools
  • Reviewing the governance requirements when other parties support the service provider in the operation of processes
  • The certification process and the roles involved
  • Evidence required for certification
  • Improvement activities required after an initial certificate is awarded.

 

Methods :

  • Presentation
  • Discussion
  • Case Study

 

 

 

Jadwal Training 2018

Hotel Ibis Malioboro ,Yogjakarta

  • 15 – 17 Oktober 2018
  • 22 – 24 Oktober 2018
  • 29 – 31 Oktober 2018
  • 05 – 07 November 2018
  • 12 – 14 November 2018
  • 21 – 23 November 2018
  • 26 – 28 November 2018
  • 03- 05 Desember 2018
  • 10 – 12 Desember 2018
  • 17 – 19 Desember 2018
  • 26 – 28 Desember 2018

 

Jadwal Training 2019

Hotel Ibis Malioboro ,Yogjakarta

  • 2 – 4 Januari 2019
  • 7 – 9 Januari 2019
  • 14 – 16 Januari 2019
  • 21 – 23 Januari 2019
  • 28 – 30 Januari 2019
  • 6 – 8 Februari 2019
  • 11 – 13 Februari 2019
  • 18 – 20 Februari 2019
  • 25 – 27 Februari 2019
  • 4 – 6 Maret 2019
  • 11 – 13 Maret 2019
  • 18 – 20 Maret 2019
  • 25 – 27 Maret 2019
  • 1 – 2 April 2019
  • 8 – 10 April 2019
  • 15 – 17 April 2019
  • 22- 24 April 2019
  • 29 – 30 Mei 2019
  • 6 – 8 Mei 2019
  • 13 – 15 Mei 2019
  • 20 – 22 Mei 2019
  • 27 – 29 Mei 2019
  • 10 – 12 Juni 2019
  • 17 – 19 Juni 2019
  • 24 – 26 Juni 2019
  • 1 – 3 Juli 2019
  • 8 – 10 Juli 2019
  • 15 – 17 Juli 2019
  • 22 -24 Juli 2019
  • 29 – 31 Juli 2019
  • 5 – 7 Agustus 2019
  • 13-15 Agustus 2019
  • 19 – 21 Agustus 2019
  • 26 -28 Agustus 2019
  • 02 – 04 September 2019
  • 09-11 September 2019
  • 16 – 18 September 2019
  • 23 – 25 September 2019
  • 30 September – 02 Oktober 2019
  • 07 – 09 Oktober 2019
  • 14 – 16 Oktober 2019
  • 21 – 23 Oktober 2019
  • 28 – 30 Oktober 2019
  • 04 – 06 November 2019
  • 11 – 13 November 2019
  • 18 – 20 November 2019
  • 25 – 27 November 2019
  • 02 -04 Desember 2019
  • 9 – 11 Desember 2019
  • 16 – 18 Desember 2019
  • 23 – 24 Desember 2019
  • 30 – 31 Desember 2019

 

Investasi dan Fasilitas

  • Rp 5.900.000 (Non Residential)
  • VIP training Rp 7.900.000 (4 Hari , Non Residential dengan tambahan Fasilitas Paket studi lapangan/ City tour dan Belum Termasuk Pajak PPn 10%)
  • Quota minimum 2 peserta
  • Fasilitas: Certificate,Training kits, USB,Lunch,Coffe Break, Souvenir
  • Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/Stasiun ke Hotel (berlaku bagi perusahaan yang mengirimkan minimal 3 peserta)

 

Lead Instruktur

Dr. Ir. Fauzi Hasan. MM, MBA, and Team

 

ISO 20000: 2011

Formulir Pra-Pendaftaran Public Training / Permintaan Informasi Lebih Lanjut
  1. JENIS INFORMASI/TRAINING
  2. (required)
  3. (required)
  4. DATA PRIBADI
  5. (required)
  6. (required)
  7. (required)
  8. (valid email required)
  9. (required)
  10. (required)
  11. DATA PRE REGISTRATION (Tidak Mengikat)
  12. (required)
  13. PESAN UNTUK PENYELENGGARA TRAINING
 

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IT RISK MANAGEMENT

Acara

29 Oktober – 02 November 2018 | Rp 9.500.000/ peserta di Jakarta
05 – 09 November 2018 | Rp 9.500.000/ peserta di Jakarta
03 – 07 Desember 2018 | Rp 9.500.000/ peserta di Jakarta

 

 

DESCRIPTION IT RISK MANAGEMENT 

The IT risk management is the application of risk management to Information technology context in order to manage IT risk, i.e.: The business risk associated with the use, ownership, operation, involvement, influence and adoption of IT within an enterprise.

IT risk management can be considered a component of a wider Enterprise risk management system.

Risk management is the identification, assessment, and prioritization of risks followed by coordinated and economical application of resources to minimize, monitor, and control the probability and/or impact of unfortunate events or to maximize the realization of opportunities.

This training is built around globally accepted standards such as ISO 31000:2009 and frameworks such as ISACA’s Risk IT, and NIST and OCTAVE guidelines for risk management.

 

OBJECTIVES IT RISK MANAGEMENT

  • Identify where and how to reduce known/unknown IT risks
  • Identify areas of cost-benefit optimization and thus reduce IT expenditure
  • Understand the ISO 31000:2009 standard and its applicability to the corporate environment
  • Understand risk assessment as addressed in BASEL II, ISO 20000, ISO 27001, ITIL, COSO, COBIT, BS 25999 and its relevance to IT
  • Understand the different IT Risk Assessment Standards, Models and Methodologies – NIST’s SP-800-30, and OCTAVE™, ISO 27005
  • Insights on practical use of risk assessment and control evaluation techniques

 

MATERIAL OUTLINE IT RISK MANAGEMENT

DAY 1:

  • Background:
    • Briefing on Definition of Risk and Risk in context of Information Technology
    • Discussion and recording: Known risk scenarios
    • IT Risk Management Initiative
    • Project Planning Requirements
  • Groundwork:
    • General Risk Scenarios
      • Understanding Business-specific, industry-specific, region/location-specific scenarios
      • Recording the scenarios
  • Management Buy-in
  • Degree of business dependence on information technology
  • Understanding and recording technology-specific risks
  • Tying in general risk scenarios with IT risks
  • Techniques of building business case
  • Budgeting
  • Project Planning
  • Resource Identification and Allocation
  • Understanding the Concepts and Techniques
    • IT Risk Management Cycle
    • Technology and business drivers
    • Risk Terms – Asset, Threat, Threat Agent, Threat Event, Vulnerability, Countermeasure, Risk, Residual Risk
    • Risk Assessment Methodology
    • ISO 31000:2009 Overview
  • Exercises, and Discussion

DAY 2:

  • IT Risk Assessment:
    •  IT Process Selection
    •  IT Component Selection
    • Approach Selection
    •  Risk Discussion :
      • Risks from IT Strategy adopted
      • Risks from IT Processes and Plans
      • Risks from Networks and Systems
      • Risks from Business Applications
      • Risks from Internal Application
      • Risks from Devices – Security Implementation, Disaster Recovery, Business Continuity
      •  Risks from Internal and External customers
    • Applying ISO 31000 and Risk IT for Risk Assessment
    •  Challenges and Solutions
    •  Case Study I
  • Exercises, and Discussion

DAY 3:

  • IT Risk Mitigation :
    • IT Risk Mitigation Options
    • IT Risk Mitigation Strategy
    • Controls’ Identification and Analysis
    • Cost Benefit Analysis
    • Calculating Residual Risk
    • Case Study II
    • Applying ISO 31000 and Risk IT for Risk Mitigation
  •  Evaluation IT Risk Management Cycle :
    • Project Evaluation
    • Learning from Selection and Execution techniques
  • Integrating IT Risk Management with various frameworks and standards – BASEL II, ISO 20000, ITIL, COSO, COBIT, ISO 27001, BS 25999 ,NIST’s SP-800-30,, OCTAVE™, ISO 27005
  • IT Risk Management Cycle: A Revision
  • Exercises, and Discussion

DAY 4:

  • Special Project / Case Study “ IT Risk Assessment”  (part 1)

DAY 5:

  • Special Project / Case Study “ IT Risk Assessment”  (part 2)

 

INSTRUCTOR TRAINING IT RISK MANAGEMENT :

Ir. Muhammad Tavip, MPM, Cert.HR (US-Based).

  • Muhammad Tavip, Ir., MPM, Cert. HR pemegang sertifikasi internasional Project Management berdasarkan PMBOK – PMI, USA dan  Human Resource Management (US-based), Alumni of Institut Teknologi Bandung (1992) dan   Post Graduate Diploma dari University of South Australia, Adelaide (1995).  Beberapa Sertifikasi Internasional yang dipegangnya adalah: Project Management (PM)/ITPM, Software Business Analysis (SBA), Systems Analysis and Design (SAD), Software Quality Assurance (SQA), Software Testing Professional (STP),  IT Infrastructure Library (ITIL ), Disaster Recovery Planning (DRP).
  • Memiliki pengalaman lebih dari 15 tahun di bidang IT, Management and Business. Beliau Mengelola Proyek berskala Nasional dan International. Memberikan jasa konsultansi di bidang Project Management dan IT Project Management, Enterprise Project Management using Project Server 2003/2007/2010, Pelatihan dan Konsultansi Implementasi Balanced Scorecard, dan  IT Management consulting. Beliau merupakan salah satu pendesain software Balanced Scorecard MBRIO yang telah digunakan beberapa perusahaan swasta berskala UKM.
  • Beliau berpengalaman lebih dari 10 tahun memberikan pelatihan baik public maupun in-house dan Coaching untuk bidang IT Management termasuk: Project Management (PM)/ITPM, Software Business Analysis (SBA), Systems Analysis and Design (SAD), Software Quality Assurance (SQA), Software Testing Professional (STP),  IT Infrastructure Library (ITIL V2 and V3 ), Disaster Recovery Planning (DRP), IT Risk Management, Information Security Management based on PBI, , COBIT 5 Foundation, Operation Management ( supply chain management, logistics management, warehouse management, inventory management), project financing.
  • Dari tahun 2001 s/d sekarang Beliau telah membimbing lebih dari 5000 para project Manager di Indonesia mempelajari Project Management dan IT Project Management berdasarkan standard defector PMBOK – PMI, USA mulai dari versi 2000, 2004, dan PMBOK 2008.
  • Beberapa klien yang pernah mendapatkan bimbingan/ training/coaching/ konsultasi Project Management/ IT Project Management sejak 2001 s/d sekarang diantaranya adalah:
    • PEMERINTAHAN & BUMN:

Bank Indonesia, PT. Bank Mandiri (Persero) Tbk, PT. Bank Negara Indonesia (Persero) Tbk, PT. Bank Rakyat Indonesia (Persero) Tbk, Depnakertrans, Departemen Dalam Negri, Departemen PU, Departemen Agama, Departemen Keuangan, PLN, BKPM, BPKP, PT. PUSRI, Sekolah Staff Komando Angkatan Laut (SESKOAL). PT. Telkom, PT. Sigma Cipta Caraka, Komisi Pemberantasan Korupsi (KPK), PT. Antam, Tbk, PT. Laras Astra Kartika, dll.

  • PERUSAHAAN SWASTA:

PT. Bank Artha Graha International Tbk, Bank BTN, PT. Bank UOB Buana, Artha Jasa, Kabel Vision, Alcatel, PT. Hindoli (A Cargill Co), Satelindo, Excelcom, Bank Bali, Bank Permata, Tbk, Citra Sari Makmur, PT. Amway Indonesia, PT. Pabrik Kerta Tjiwi Kimia, PT. Astragraphia, Tbk, Metro TV news, PT. Intikom, PT. Bank DKI, Galenium Pharmasia Lab, PT. Unicharm Indonesia, PT. Primacom, PT. Gramedia – Majalah, Swadharma, PT. Data Script, PT. Bank Mega, PT. Astra Oto Parts, Talisman Energy Inc, PT. Berca Hardaya Perkasa, PT. Mandiri Sekuritas, PT. Arutmin, ACC, dll.

  • PERUSAHAAN ASING:

Caltex, Unocal, PWC, Chevron, BHP Billiton, Vico Indonesia, PT. Coats Indonesia, PT. Sumiko Leadframe Bintan, PT. Metlife Sejahtera, Santos Asia Pacific Pty Ltd, German Centre, PT. Thames PAM Jaya, PT. AC Nielsen Indonesia, KPC, PT. Freeport Indonesia, PT. Mattel Indonesia, PT. Bank Rabobank International Indonesia, PT. Roche Indonesia, PT. Nestle Indonesia, PT. Arun LNG, PT. Sinar Meadow International Indonesia, PT. Bank HSBC, PT. Oberthur Indonesia, PT. Bank Woori Indonesia, PT. Bank of Tokyo, PT. Atlas Copo,  PT. Bank RBS,dll.

  • UNIVERSITAS & LSM:

Universitas PETRA, STIE Perbanas, Universitas Trisakti, HIV Foundation, Universitas Maranatha, Universitas Satya Wacana, Universitas Atmajaya World Vision, dll.

 

VENUE TRAINING IT RISK MANAGEMENT 

Hotel Harris Tebet, Jakarta

 

DURATION TRAINING IT RISK MANAGEMENT

5 days

 

TIME TRAINING IT RISK MANAGEMENT 

  1. 29 Oct 2018-02 Nov 2018
  2. 05 Nov 2018-09 Nov 2018
  3. 03 Dec 2018-07 Dec 2018

 

INVESTATION PRICE/ PERSON 

  1. Rp 9.500.000/peserta (bayar penuh)  atau
  2. Rp 9.250.000/peserta (early bird, yang membayar 1 minggu sebelum training)  atau
  3. Rp 8.950.000/peserta (untuk peserta bergroup yang terdiri dari 3 orang peserta atau lebih dari 1 perusahaan yang sama)

 

FACILITIES FOR PARTICIPANTS

  1. Training Module
  2. Flash Disk contains training material
  3. Certificate
  4. Stationeries: NoteBook and Ballpoint
  5. T-Shirt
  6. Backpack
  7. Training Photo
  8. Training room with Full AC facilities and multimedia
  9. Lunch and twice coffeebreak every day of training
  10. Qualified Instructor
  11. Transportation for participants from hotel of participants to/from hotel of training – VV (if minimal participants is 4 persons from the same company)

 

 

IT RISK MANAGEMENT 
based on Various Frameworks, Standards, and Models: BASEL II, ISO 20000, ITIL, COSO, COBIT, ISO 27001, BS 25999 ,NIST’s SP-800-30 OCTAVE™, ISO 27005

Formulir Pra-Pendaftaran Public Training / Permintaan Informasi Lebih Lanjut
  1. JENIS INFORMASI/TRAINING
  2. (required)
  3. (required)
  4. DATA PRIBADI
  5. (required)
  6. (required)
  7. (required)
  8. (valid email required)
  9. (required)
  10. (required)
  11. DATA PRE REGISTRATION (Tidak Mengikat)
  12. (required)
  13. PESAN UNTUK PENYELENGGARA TRAINING
 

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ISO/IEC 20000: IT SERVICE MANAGEMENT

Event

08 – 09 Maret 2018 | Rp. 3.950.000/peserta di Jakarta
05 – 06 April 2018 | Rp. 3.950.000/peserta di Jakarta
28 – 29 Mei 2018 | Rp. 3.950.000/peserta di Jakarta
06 – 07 Juni 2018 | Rp. 3.950.000/peserta di Jakarta

Jadwal 2018 Selanjutnya …




IT SERVICE MANAGEMENT OBJECTIVE
:

  • Explain the purpose and intent of the ISO 20000 standards
  • Describe the requirements of ISO 20000
  • Understand the IT Service Management cycles
  • Understand the purpose and requirements of ISO 20000 as a tool for the continual improvement of the service management.



IT SERVICE MANAGEMENT OUTLINE:

Day 1: Introduction to the IT Service Management based on ISO 20000 Standard

  • Overview of the ISO 20000 Service Management standard
  • Scope and applicability
  • Requirements for a management system
  • Planning and implementing ITSM (PDCA)

Day 2: Launching and implementing ISO 20000 standard

  • Service delivery processes:
    • Service Level Management
    • Service Reporting
    • Capacity Management
    • Service Continuity and Availability Management
    • Budgeting and accounting for IT Services
    • Information Security Management
  • Release Process
  • Resolution Process (Incident and problem management)
  • Relationship Process (Business Relationship and Supplier Management)
  • Control Process (Configuration and Change Management)
  • Alignment  of ITIL and ISO 20000 standard
  • Implementing a documentation management framework
  • Case study



IT SERVICE MANAGEMENT INSTRUCTOR : 

Mokhammad Hadi Cahyono, ST.

 

VENUE : Jakarta (Maxone Hotel Menteng, Balairung Hotel Matraman, Sentral Hotel, Haris Tebet, Gd Muamalat Institute, Ibis Manggadua, Little Amaroossa Residence, Cosmo Amaroossa, Zodiak MT. Haryono, Grand Tjokro)

 

TRAINING DURATION :  2 days

 

TRAINING TIME : 

  1. 08 Mar 2018-09 Mar 2018
  2. 05 Apr 2018-06 Apr 2018
  3. 28 May 2018-29 May 2018
  4. 06 Jun 2018-07 Jun 2018
  5. 05 Jul 2018-06 Jul 2018
  6. 27 Aug 2018-28 Aug 2018
  7. 06 Sep 2018-07 Sep 2018
  8. 29 Oct 2018-30 Oct 2018
  9. 08 Nov 2018-09 Nov 2018
  10. 03 Dec 2018-04 Dec 2018

 

INVESTMENT/PERSON :

  1. 3.950.000/person (full fare) or
  2. 3.750.000/person (early bird, payment 1 week before training) or
  3. 3.500.000/person (if there are 3 persons or more from the same company)

 

FACILITIES FOR PARTICIPANTS :

  1. Training Module
  2. Flashdisk contain training material
  3. Certificate
  4. NoteBook and Ballpoint
  5. T-Shirt
  6. Backpack
  7. Training Foto
  8. Training room with full ac facilities and multimedia
  9. Lunch and twice coffee break everyday of training
  10. Qualified Instructor

 

ISO/IEC 20000: IT SERVICE MANAGEMENT

 

Formulir Pra-Pendaftaran Public Training / Permintaan Informasi Lebih Lanjut
  1. JENIS INFORMASI/TRAINING
  2. (required)
  3. (required)
  4. DATA PRIBADI
  5. (required)
  6. (required)
  7. (required)
  8. (valid email required)
  9. (required)
  10. (required)
  11. DATA PRE REGISTRATION (Tidak Mengikat)
  12. (required)
  13. PESAN UNTUK PENYELENGGARA TRAINING
 

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IT HELPDESK

EVENT

15 – 17 Januari 2018 | Rp. 5.950.000/peserta di Jakarta
19 – 21 Februari 2018 | Rp. 5.950.000/peserta di Jakarta
19 – 21 Maret 2018 | Rp. 5.950.000/peserta di Jakarta
16 – 18 April 2018 | Rp. 5.950.000/peserta di Jakarta

Jadwal Training 2018 Selanjutnya …

 

TRAINING INTRODUCTION IT HELPDESK

A Help Desk is usually not a profit-generating department within a company. It is, for many organizations, a necessary expense, but it can add a significant amount of value to a company in a variety of ways.
In order for your Help Desk to add this value, it must, as follows;

  1. be established with the proper mission;
  2. offer the right set of services, and;
  3. achieve its objectives.

Furthermore, in order to run an effective Help Desk, you must know in advance what services you are going to perform; must know how to prioritize issues, and; must create realistic expectations.
All successful companies start off with a business plan, and the same rule applies to Help Desks. If your Help Desk is focused and has a clear understanding of your business, it will add a significant amount of value to the company in the form of increased productivity.

TRAINING OUTLINE IT HELPDESK

In this training, we will cover all the topics necessary regarding IT Help Desk as follows:

  • Information Technology Service Management (ITSM)
    • Overview of ISO 20000
    • Help Desk & Service Desk
  • What is a Help Desk?
    • Introduction
    • Help Desk Description
    • Non-IT Help Desk
    • 6 Functions & Benefits of the IT Help Desk
  • Positioning of the IT Help Desk Within an Organization
  • Who should use Help Desk?
    • Customers of the Help Desk
  • Features of Help Desk
  • Hierarchy of Help Desk (Level of User)
    • Help Desk Design
    • Service Levels
    • Help Desk Models
  • Flow of Help Desk (Working of Help Desk)
    • Staffing of the Help Desk
  • Role of Customer
    • 5 Rules of Customer Care
  • Role of Coordinator
  • Role of Specialist
  • Role of Agent
  • The Incident Management Process
  • Help Desk Tools & Technologies
  • Importance of Goals, Processes, and Procedures
  • Support Environment & Processes
  • Problem Management
  • Top 5 Help Desk Best Practices
  • Implementation & Project Plan
  • Top 10 Metrics to Monitor the Health of Your Help Desk
  • Case Study: Globalized IT Service Desk
  • Case Study: Centralized Support for Service Desk and Desktop

 

PESERTA YANG DIREKOMENDASIKAN:

Manajerdanstaf IT danmanajerataupihak-pihak yang perlu dilibatkan dalam perancangan dan operasionalisasi IT Helpdesk.

 

TRAINING INSTRUCTOR IT HELPDESK

Ir. Desmon Ginting, M.Tech.

 

TRAINING VENUE IT HELPDESK

Jakarta (Maxone Hotel Menteng, Balairung Hotel Matraman, Sentral Hotel, Haris Tebet, Gd Muamalat Institute, Ibis Manggadua, Little Amaroossa Residence, Cosmo Amaroossa, Zodiak MT. Haryono, Grand Tjokro)



TRAINING DURATION :  

3 hari

TRAINING TIME

  1. 15 Jan 2018-17 Jan 2018
  2. 19 Feb 2018-21 Feb 2018
  3. 19 Mar 2018-21 Mar 2018
  4. 16 Apr 2018-18 Apr 2018
  5. 14 May 2018-16 May 2018
  6. 06 Jun 2018-08 Jun 2018
  7. 16 Jul 2018-18 Jul 2018
  8. 14 Aug 2018-16 Aug 2018
  9. 17 Sep 2018-19 Sep 2018
  10. 15 Oct 2018-17 Oct 2018
  11. 19 Nov 2018-21 Nov 2018
  12. 17 Dec 2018-19 Dec 2018

 

INVESTMENT PRICE/PERSON IT HELPDESK

  1. Rp. 5.950.000/person (full fare) or
  2. Rp. 5.750.000/person (early bird, payment 1 week before training) or
  3. Rp. 5.500.000/person (if there are 3 persons or more from the same
    company)

 

FACILITIES FOR PARTICIPANTS IT HELPDESK

  1. Training Module
  2. Flash Disk contains training material
  3. Certificate
  4. Stationeries: NoteBook and Ballpoint
  5. T-Shirt
  6. Backpack
  7. Training Photo
  8. Training room with Full AC facilities and multimedia
  9. Lunch and twice coffeebreak every day of training
  10. Qualified Instructor

IT HELPDESK

 

Formulir Pra-Pendaftaran Public Training / Permintaan Informasi Lebih Lanjut
  1. JENIS INFORMASI/TRAINING
  2. (required)
  3. (required)
  4. DATA PRIBADI
  5. (required)
  6. (required)
  7. (required)
  8. (valid email required)
  9. (required)
  10. (required)
  11. DATA PRE REGISTRATION (Tidak Mengikat)
  12. (required)
  13. PESAN UNTUK PENYELENGGARA TRAINING
 

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