Training Information

Training Method: Online (Virtual) Training
Training Hours: 16 Hours

Training Objective

The purpose of this training is to ensure that participants gain knowledge about the fundamental principles of the ISO/IEC 20000-1 IT Service Management System standard, to introduce a systematic approach to effective IT service management, and to raise awareness regarding service management system implementation and certification processes. The training covers the scope of IT service management systems, process approach, service delivery processes, documentation structure, and continuous improvement processes.

Training Content

1. IT Service Management System Concept

IT service management concept
Purpose of service management system
Enterprise service management approach
Service quality and sustainability

2. Introduction to ISO/IEC 20000-1 Standard

Purpose of ISO/IEC 20000-1 standard
General structure of the standard
Management system approach
Process-oriented structure

3. Determining the Scope of the Service Management System

Establishing the organizational scope
Defining service processes
Organizational structure and roles
Needs and expectations of relevant stakeholders

4. Service Management Processes

Service delivery processes
Service level management
Incident and problem management
Change management
Service continuity approach

5. Risk and Process Management

Risk-based approach
Monitoring and evaluation of processes
Measurement of service performance
Process improvement practices

6. Documentation and Record Processes

Service management system documentation
Policies and procedures
Records management
Concept of documented information

7. Internal Audit and Continuous Improvement

Internal audit processes
Evaluation of nonconformities
Corrective action approach
Continuous improvement processes

8. Certification Process

ISO/IEC 20000-1 certification structure
Certification stages
Audit processes
Maintenance of certificate and surveillance activities

9. Application Examples and Evaluation

Service management system application examples
Process evaluations
General review and Q&A sessions

Important Information

Participation certificates are issued to participants who attend 80% or more of the total training duration. No certificate will be issued for attendance rates of 79% or below.
After the training is completed, documents will be prepared following institutional checks and sent to the address provided during registration via PTT Cargo. Your address and contact details must be up to date.
Participants may send all questions and issues to usem@uludag.edu.tr. Emails will be monitored throughout the training period.
Training applications and payments are made online. Installment payments are not available for credit card payments.
For corporate invoice payments, you may contact our solution center at 0850 840 8543.
As of 20.09.2025, campus entry is carried out via HGS, and HGS fees are not related to our center.

Attention: For participants who complete final registration but cannot attend for a valid reason and request cancellation, refund processing takes approximately 1 month due to internal procedures under revolving fund regulations. Please take this into consideration before final registration.