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.