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ISO 20000-1:2011
Information technology
Service
management
AWARENESS
One day Training Program()

IEC/ISO 20000-1:2011

Welcome &
Introductions

Course Objectives

2- Days awareness training program

Understand the structure, terminology and concepts

Overview of ISO 20000-1:2011 standard

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Time Table
DAY 1:
0900

Introduction

0915

Exercise - Introduction

1000

Introduction and Overview of SMS / Basic concepts

1100

Tea Break

1115

ISO 20000-1 : Advantages and Structure Risks???

1300Lunch
1400

ISO 20000-1 Requirements and clauses (4 & 5)

1545

Tea Break

1600

ISO 20000-1 Clauses(6- Service Delivery)

1700Summary Day 1

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Time Table
DAY 2:
0900

Day review

0930

ISO 20000-1 clauses(7- Relationship )

1100

Tea Break

1115

ISO 20000-1 clauses(8- Resolution )

1300Lunch
1400

ISO 20000-1 clauses(9- Control)

1545

Tea Break

1600

Summary Day 1

1630

Overview Day 1 & 2

1700

Close

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EXERCISE -1
INTRODUCTION
Introduce yourself
Include details like ISO management systems and SMS exposure, objective of
attending this course, etc.
Also, please add one thing that makes you a special person on this earth!
And, what would you like to do to make everyones living better on this earth!

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Introduction and Overview

Service management
System
Basic concepts
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What is Service?
Definition as per the standard
3.26
service
means of delivering value for the customer by facilitating results the customer wants to
achieve
NOTE 1 Service is generally intangible.
NOTE 2 A service can also be delivered to the service provider by a supplier, an internal
group or a customer acting as a supplier.
Extracted from ISO 20000-1:2011 Terms and definitions
.. (without the ownership of specific costs and risks)
PEOPLE DONT WANT DRILLS, THEY WANT HOLES!!
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Service portfolio- complete set of services managed by the

service provider
Service catalog- Live services including those available for
deployment. It is used to support sale and delivery of
services.
Includes information about deliverables, contact points, prices,
ordering and request process.
Business service catalog(Visible to customer)
Technical service catalog (visible to support team)
Retired services (services and their components)

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 Service providers are organizations that supply services to one or more internal or
external customers. Three different types of service providers are distinguished:
Type I: Internal service provider - An internal service provider that is embedded within
a Business Unit. There may be several type I service providers within an organization.
Type II: Shared Services Unit - An internal service provider that provides shared IT
services to more than one Business Unit.
Type III: External service provider - A service provider that provides IT services to
external customers.
The service portfolio represents the opportunities and readiness of a service provider
to serve the customers and the market space. The service portfolio can be divided into
three subsets of services:
Service catalogue - The services that are available to customers.
Service pipeline - The services that are either under consideration or in
development.
Retired services - Services that are phased out or withdrawn.
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 The following types of risks are recognized:

contract risks
design risks
operational risks
market risks

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Capacity Managment
Capacity management can be a extremely technical, complex and demanding process
that comprises three sub-processes (Figure 4.4):
Business capacity management - Translates the customers requirements into
specifications for the service and IT infrastructure; focus on current and future
requirements.
e.g project specific capacity in project SOW mapped with organisationallevel capcity plan
Service capacity management - Identifies and understands the IT services (including
the sources, patterns, etc) to make them comply with the defined targets.

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Availability Management
Services must be restored quickly when they are unavailable to users. The Mean Time to
Restore Service (MTRS) is the time within which a function (service, system or
component) is back up after a failure. The MTRS depends on a number of factors, such
as:
configuration of service assets
MTRS of individual components
competencies of support personnel
available resources
policy plans
procedures
Redundancy

13

Other metrics for measuring availability include:

Mean Time Between Failures (MTBF) - The average time that a CI or service can
perform its agreed function without interruption.
Mean Time Between Service Incidents (MTBSI) - The mean time from when a
system or service fails, until it next fails.
Mean Time To Repair (MTTR) - The average time taken to repair a CI or service after
a failure.
MTTR is measured from when the CI or service fails until it is repaired. MTTR
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does not include the time required to recover or restore.