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Implement ISO 20000-1:2018 Langkah demi Langkah Dengan Templat
Implementasi Sistem Manajemen Layanan IT, Dokumentasi Proses & Peningkatan Berkelanjutan | Dengan Templat
Lahat ng Antas • 42 Mga lektura • Panghabambuhay na Access
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Kilalanin ang iyong instructor: Dr. Amar Massoud
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Mga Aktibong Mag-aaralIngles (American)
99 Mga Subtitle na Wika2 oras 50 min
Kabuuang NilalamanAng matututuhan mo
Memahami standar ISO 20000 dan aplikasinya dalam manajemen layanan IT.
Mengimplementasikan dan mempertahankan proses SMS kunci seperti manajemen insiden, perubahan, dan masalah.
Meningkatkan kualitas layanan dan kepuasan pelanggan melalui praktik manajemen layanan yang efektif.
Membuat kebijakan Sistem Manajemen Layanan (SMS) yang efektif yang selaras dengan tujuan organisasi.
Nilalaman ng Kurso
6 na mga seksyon • 42 mga lektura • 02:50:31 kabuuang habaStep 1 - Obtain Management Support
05:49
Step 2 - Define the Scope of the SMS
06:03
Step 3 - Write the SMS Policy
06:56
Develop the sms policy to align the service management system with strategic goals, scope, data centers across North America and Europe, cloud services, and regulatory commitments like GDPR and HIPAA.
Step 4 - Define Roles for SMS Implementation
05:38
Step 5 - Perform Assessment and Gap Analysis
05:49
Step 6 - Establish the Project
05:30
Establish the ISO 20,001 project by defining clear goals aligned with strategy and assigning roles and responsibilities. Plan resources and timelines, and prepare essential documentation.
Step 7: Implement Support Procedures
11:49
Step 9 - Implement Processes and or Functions
03:06
Implement the documented processes by rolling out training, piloting in a controlled environment, and monitoring with KPIs, audits, and change management to drive continuous improvement and ISO 20000-1:2018 alignment.
Step 10 - Perform Training and Awareness Programs
07:03
Step 11 - Operate the SMS
06:21
Step 12 - Implement the Continual Service Improvement (CSI) Process
08:25
Define CSI goals aligned with business objectives, foster a culture of continuous improvement, measure with KPIs, collect and analyze data, plan and implement improvements, and review outcomes.
Step 13 - Conduct Internal Audit
05:57
Step 14 - Management Review
04:30
Step 15 - Certification Preparation
02:03
Step 16 - Stage 1 & 2 Certification Audit
02:41
Navigate stage one and stage two ISO 20000-1:2018 certification audits by reviewing SMS documentation and conducting on-site assessments, addressing findings, and ensuring compliant it service management.
Step 17 - Achieve Certification
01:49
The organization achieves ISO 20000-1:2018 certification after a rigorous stage two audit, addresses non-conformities, and earns formal approval, boosting credibility and celebrating the team.
Step 18 - Maintain Certification
02:05
Lingguhang Plano ng Pag-aaral
Planuhin ang iyong paglalakbay sa pag-aaral
Ang AI ay lumilikha ng personalized na iskedyul ayon sa iyong oras5 oras/linggo
Mga kinakailangan
Pemahaman dasar konsep manajemen layanan IT
Familiar dengan operasi IT dan pengiriman layanan
Tidak diperlukan pengalaman ISO 20000 sebelumnya, pemula disambut
Target na Audience
IT professionals seeking to deepen their understanding of service management
Service managers aiming to enhance service delivery standards
Team leaders responsible for IT service operations
Individuals preparing for ISO 20000 certification
Tungkol sa kursong ito
Tuntaskan Implementasi ISO 20000-1:2018 Langkah-demi-Langkah dengan Templat Praktis dan Bimbingan Ahli
Selamat datang di kursus komprehensif kami yang dirancang untuk memberdayakan Anda dengan keterampilan dan alat yang diperlukan untuk mengimplementasikan ISO 20000-1:2018 secara mulus dalam organisasi Anda. Baik Anda baru terjun dalam manajemen layanan IT atau ingin menyempurnakan praktik saat ini, kursus ini menyediakan pendekatan terstruktur untuk beralignan dengan standar internasional.
Selama kursus ini, Anda akan mengeksplorasi prinsip-prinsip fundamental ISO 20000-1:2018, memperoleh pemahaman mendalam tentang cara membangun dan mengoptimalkan Sistem Manajemen Layanan (SMS) Anda. Mulai dari menyusun kebijakan SMS yang kuat yang selaras dengan tujuan strategis organisasi hingga melakukan audit internal dan peningkatan layanan berkelanjutan, setiap modul dibuat untuk meningkatkan keahlian Anda.
Pendekatan praktis dan praktis kami mencakup templat yang dapat disesuaikan dan contoh dunia nyata untuk memandu Anda melalui setiap fase implementasi. Anda akan mempelajari teknik-teknik penting untuk mengelola pengiriman layanan, memastikan kepatuhan dengan kerangka kerja peraturan seperti GDPR dan HIPAA, dan menumbuhkan budaya keunggulan layanan dalam tim Anda.
Dengan penutupan kursus, Anda akan dilengkapi tidak hanya untuk memimpin proyek ISO 20000-1:2018 tetapi juga untuk mendorong peningkatan nyata dalam kualitas layanan dan efisiensi operasional. Baik Anda seorang manajer, konsultan, atau profesional IT, kursus ini memberdayakan Anda untuk meningkatkan standar manajemen layanan organisasi Anda, meningkatkan kepuasan pelanggan, dan mencapai keunggulan bisnis.
Bergabunglah dengan kami dalam perjalanan ini untuk mentransformasikan kemampuan pengiriman layanan Anda dan menjadi katalis untuk perubahan positif dalam organisasi Anda.
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Kilalanin ang iyong instruktor
Dr. Amar Massoud
Pangunahing Instruktor
PhD in computer science and IT manager with 36 years technical experience in various fields including IT Security, IT Governance, IT Service Management , Software Development, Project Management, Business Analysis and Software Architecture. I hold 80+ IT certifications such as :
ITIL 4 Master, ITIL 3 Expert
ISO 27001 Auditor, ComptIA Security+, GSEC, CEH, ECSA, CISM, CISSP, CISA
PGMP, MSP
PMP, PMI-ACP, Prince2 Practitioner, Praxis, Scrum Master
COBIT 2019 Implementor, COBIT 5 Assessor/Implementer
TOGAF certified
Lean Specialist, VSM Specialist
PMI RMP, ISO 31000 Risk Manager, ISO 22301 Lead Auditor
PMI-PBA, CBAP
Lean Six Sigma Black Belt, ISO 9001 Implementer
Azure Administrator, Azure DevOps Expert, AWS Practitioner
And many more....
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