ISO/IEC 20000-1:2018. Service Management System

Topic 1 Context of Organization and Leadership

• About the ISO/IEC 20000 series
• Understanding the organization and its context
• Needs and expectations of interested parties
• The scope of the Service Management System
• Leadership and commitment
• The service management policy
• Organizational roles, responsibilities and authorities

Topic 2 Planning, Support

• Actions to address risks and opportunities
• Service management objectives and planning to achieve them
• Plan the Service management system
• Resources
• Competence
• Awareness
• Communication
• Documented information

Topic 3 Operation

• Operational planning and control
• Service delivery
• Plan the services
• Control of parties involved in the service lifecycle
• Service catalogue management
• Asset management
• Configuration management
• Business relationship management
• Service level management
• Supplier management
• Budgeting and accounting for services
• Demand management
• Capacity management
• Change management
• Service design and transition
• Release and deployment management
• Incident management
• Service request management
• Problem management
• Service availability management
• Service continuity management
• Information security management

Topic 4 Performance Monitor and Continual Improvement

• Monitoring, measurement, analysis and evaluation
• Internal audit
• Management review
• Nonconformity and corrective action
• Continual improvement

HRDF Funding

Please refer to this video https://youtu.be/Kzpd-V1F9Xs

1-     HRD Corp Grant Helper

How to submit grant applications for HRD Corp Claimable Courses

2-     Employers are required to apply for the grant at least one week before training commences.

Employers must submit their applications with supporting documents, including invoices/quotations, trainer profiles, training schedule and course content.

3-     First, Login to Employer’s e-TRIS account -https://etris.hrdcorp.gov.my

Second, Click Application

4-     Click Grant on the left side under Applications

5-     Click Apply Grant on the left side under Applications

6-     Click Apply

7-     Choose a Scheme Code and select HRD Corp Claimable Courses: Skim Bantuan Latihan Khas. Then, click Apply

8-     Scheme Code represents all types of training that suit the requirements provided by HRD Corp. Below are the list of schemes offered by HRD Corp:

9-     Select your Immediate Officer and click Next

10-  Select a Training Provider, then click Next

11-  Please select a training programme from the list, then key in all the required details and click Next

Select your desired training programme.

Give an explanation on why the participant is required to attend the training. E.g., related to their tasks/ career development, etc.

Explain the background and objective of this training.

Select a relevant focus area. For Employer-Specific Courses, select ‘Not Applicable’.

12-  If the training programme is a micro-credential programme, you are required to complete these 3 fields. Save and click Next

Insert MiCAS Application number

13-  Based on the nine (9) pillars listed below, HRD Corp Focus Area Courses are closely tied to support government initiatives towards nation building. As such, courses offered through the HRD Corp Focus Areas are designed to provide the workforce with skills required for current and future demands. Details of the focus areas are as follows:

14-  Please select a Course Title and Type of Training

15-  Select the correct type of training according to the actual type of training, or as mentioned in the training brochure:

16-  Please key in the Training Location and click Next

17-  Please select the Level of Certification and click Next

18-  Please follow the instructions and key in trainee details

19-  Click Add Batch, then click Save

20-  Click Add Trainee Details

21-  Please key in all the required details, then click Add

22-  Click Add if there are more participants. Once done, click Save

23-  Click Next

24-  Please key in the course fees and allowance details, then click Save

25-  Estimated cost includes the course fees/external trainer fees, allowances, and consumable training materials. Please comply with the HRD Corp Allowable Cost Matrix.

26-  Select Upfront Payment to Training Provider and key in the percentage from 0% to 30%. Then, click Save and Next

27-  Complete the declaration form and select a desired officer

28-  Add all the required documents, then click Add Attachment. Then, click Save and Submit Application

29-  Once the New Grant Application is successfully submitted, the Grant Officer will evaluate the application accordingly. The application may be queried if additional information is required.

The application status will be updated via the employer’s dashboard, email, and the e-TRiS inbox.

• IT Manager
• Service Manager
• Service Improvement Manager
• Service Desk Manager
• IT Consultant
• IT Auditor
• Quality Manager
• Process Manager
• IT Operations Manager
• IT Project Manager
• Service Level Manager
• IT Director
• IT Governance Manager
• IT Service Delivery Manager
• IT Support Manager

Yam Chuan Wee: Yam Chuan Wee is a ICT Consultant at Sustainable Energy Development Authority (SEDA) Malaysia. He been involved in software development, web development and internet marketing for the last 15 years. He have sold more than 1 million ringgit worth of products as an Amazon Affiliate in 10 months as a part time hobby. His interest over Software Design, Behavioral Psychology, Social Dynamics, Novel Business Strategies