Introduction:
ITIL (Information Technology Infrastructure Library) and ISO/IEC 20000 are globally recognized frameworks and international standards for IT Service Management (ITSM). This professional training program is designed to build participants’ competency in delivering high-quality IT services, implementing ITSM processes, improving service efficiency, and aligning IT operations with global standards. Through practical guidelines, real-world examples, and standard-based techniques, learners will gain the skills needed to strengthen any organization’s IT service environment.


Training Objectives:
To understand the core structure and principles of the ITIL Framework and ISO/IEC 20000 Standard

To learn implementation and maintenance of the IT Service Management System (ITSMS)

To develop expertise in Incident, Problem, Change, and other essential ITSM practices

To understand ISO 20000 requirements, documentation techniques, and audit preparation

To enhance capability in service quality improvement and continual improvement practices


Training Outcomes:

After completing this training, participants will be able to:

Clearly explain ITIL practices and ISO 20000 requirements

Assist in implementing an ITSM Framework within an organization

Prepare process documentation, SOPs, and mandatory records

Conduct ISO 20000–based internal audits

Apply global IT service management skills in real environments


Training Methods

Live, interactive sessions

Case studies and real-time examples

Templates, SOPs, and checklists

Group discussions and Q&A

Online assessment and performance feedback


Course Structure: 6 Modules:

Module 1: ITIL & ITSM Fundamentals

1. Introduction to IT Service Management (ITSM)


2. Overview of the ITIL Framework and Key Concepts


3. The ITIL Service Value System (SVS)


4. The Four Dimensions of Service Management


5. Organizational Roles and Responsibilities in ITSM



Module 2: ITIL Practices & Process Management

1. Incident Management


2. Problem Management


3. Change Enablement (Change Management)


4. Release and Deployment Management


5. Service Request Management



Module 3: ISO/IEC 20000 Standard Overview

1. Structure and Clauses of ISO/IEC 20000


2. IT Service Management System (SMS) Requirements


3. Mandatory Documentation and Evidence Checklist


4. Risk Assessment and Service Planning


5. Governance and Management Commitment Requirements



Module 4: Planning & Implementing ITSMS

1. Gap Analysis and Readiness Assessment


2. Defining Service Management Scope and Policy


3. Service Level Management (SLM) Framework


4. Configuration and Asset Management Processes


5. Capacity, Availability, and IT Service Continuity Management



Module 5: Operational Control & Service Delivery

1. Service Operations and Performance Monitoring


2. Information Security and Access Control Alignment


3. Supplier and Contract Management Requirements


4. Business Relationship Management (BRM)


5. Key Performance Indicators (KPIs) and Metrics Development



Module 6: ISO 20000 Internal Audit & Continual Improvement

1. Types of Audits and Audit Techniques


2. Nonconformity Identification and Corrective Action Process


3. Continual Improvement Model (CIM)


4. Management Review and Document Control Requirements


5. ISO 20000 Certification Roadmap and Best Practices



Registration Fee

BDT 3500 (Online Training Mode)

BDT 4000 (Classroom Training)