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Implement ISO 20000-1:2018 Step By Step With Templates
ITサービス管理システムの実施、プロセス文書化と継続的改善 | テンプレート付き
All Levels • 42 Lectures • Full Lifetime Access
Verified Master Instructor
TRAILER
Meet your instructor: Dr. Amar Massoud
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5.0 / 5.0
Global Rating1
Active StudentsEnglish (US)
99 Languages Subtitles2h 50m
Total ContentWhat you will learn
ISO 20000基準を理解し、ITサービス管理への適用。
主要なSMSプロセス（インシデント、変更、問題管理）の実装と維持。
効果的なサービス管理実践を通じてサービス品質と顧客満足度を向上。
組織の目標に沿った効果的なサービス管理システム（SMS）ポリシーの作成。
Course Content
6 sections • 42 lectures • 02:50:31 total lengthStep 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
Weekly Study Plan
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Requirements
ITサービス管理の概念の基本的な理解。
IT運用とサービス提供の知識。
ISO 20000の経験は不要、初心者歓迎。
Target 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
About this course
ISO 20000-1:2018の実施を段階的に習得し、実践的なテンプレートと専門家のガイダンスで習得しましょう
ISO 20000-1:2018を組織内にシームレスに実施するために必要なスキルとツールを身につけるための包括的なコースへようこそ。ITサービス管理に初めて触れる方でも、現在の実践を洗練させたい方でも、このコースは国際基準に沿うための構造化されたアプローチを提供します。
このコースを通じて、ISO 20000-1:2018の基本原則を探求し、サービス管理システム（SMS）を確立し最適化する方法について深い理解を得ることができます。組織の戦略目標に沿った堅固なSMSポリシーの作成から、内部監査と継続的なサービス改善の実施まで、各モジュールはあなたの能力を高めるように設計されています。
私たちの実践的でハンズオンのアプローチには、カスタマイズ可能なテンプレートと実世界の例が含まれており、実施のあらゆる段階を通じてあなたを導きます。サービス提供の管理、GDPRやHIPAAなどの規制フレームワークへの準拠、チーム内でのサービス卓越性の文化の育成に不可欠な技術を学びます。
コースの終わりには、ISO 20000-1:2018プロジェクトをリードするだけでなく、サービス品質と運用効率の具体的な改善を推進する準備が整います。マネージャー、コンサルタント、ITプロフェッショナルを問わず、このコースは組織のサービス管理基準を向上させ、顧客満足度を高め、ビジネスの卓越性を達成するための力を与えます。
私たちと一緒に、サービス提供能力を変革し、組織内でのポジティブな変化の触媒となる旅に出発しましょう。
Career Opportunities & Job Roles
Build practical, job-ready skills and qualify for high-impact roles worldwide
Job-Ready Curriculum
Target Roles You Can Apply For
Full Stack Software Engineer
Backend Systems Developer
Frontend Application Specialist
Automation & Scripting Engineer
Estimated Annual Salary
$90,000 – $145,000 / yr
Global Industry Demand
High Global Tech Demand
In-Demand Skills You Master* Estimates based on global tech hiring benchmarks and industry compensation reports.
Production Code Architecture
RESTful & Modern API Design
State Management & UI Scaling
Debugging & Automated Testing
Meet your instructor
Dr. Amar Massoud
Main Instructor
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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