Learn capacity planning and forecasting for IT services, monitor performance with SolarWinds and ServiceNow, analyze usage, and optimise capacity through centralized reporting and stakeholder collaboration.
Implement ISO 20000-1:2018 Step By Step With Templates
IT 서비스 관리 시스템 구현, 프로세스 문서화 및 지속적인 개선 | 템플릿 포함
All Levels • 42 Lectures • Full Lifetime Access
Verified Master Instructor
TRAILER
Meet your instructor: Dr. Amar Massoud
19 ms
5.0 / 5.0
Global Rating1
Active StudentsEnglish (US)
99 Languages Subtitles2h 50m
Total ContentWhat you will learn
ISO 20000 표준과 IT 서비스 관리에서의 적용을 이해합니다.
주요 SMS 프로세스(사고, 변경 및 문제 관리)를 구현하고 유지합니다.
효과적인 서비스 관리 관행을 통해 서비스 품질과 고객 만족도를 향상시킵니다.
조직 목표와 일치하는 효과적인 서비스 관리 시스템(SMS) 정책을 만듭니다.
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
Plan Your Learning Journey
AI generates a personalized schedule based on your availability5 hrs/week
Requirements
IT 서비스 관리 개념에 대한 기본 이해
IT 운영 및 서비스 제공에 대한 친숙함
ISO 20000 경험 없음, 초보자 환영
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 구현을 단계별로 마스터하기 위한 실용적인 템플릿과 전문가의 지침을 통해 조직 내에서 원활하게 구현할 수 있는 기술과 도구를 습득할 수 있도록 설계된 종합적인 과정을 환영합니다. IT 서비스 관리 초보자이든 현재 관행을 개선하려는 사람이든, 이 과정은 국제 표준에 부합하는 구조화된 접근 방식을 제공합니다.
이 과정을 통해 ISO 20000-1:2018의 기본 원칙을 탐구하고, 서비스 관리 시스템(SMS)을 설치하고 최적화하는 방법에 대한 깊은 이해를 얻을 수 있습니다. 조직의 전략적 목표와 일치하는 견고한 SMS 정책을 수립하고, 내부 감사를 수행하고, 지속적인 서비스 개선을 실시하는 등 각 모듈은 귀하의 전문성을 향상시키기 위해 제작되었습니다.
우리의 실용적이고 실습 중심의 접근 방식에는 모든 구현 단계를 안내하는 편집 가능한 템플릿과 실제 사례가 포함되어 있습니다. 귀하는 서비스 제공 관리, GDPR 및 HIPAA와 같은 규제 프레임워크 준수 보장, 팀 내 서비스 우수성 문화 육성 등의 필수 기술을 배우게 됩니다.
이 과정을 마치면 ISO 20000-1:2018 프로젝트를 주도할 뿐만 아니라 서비스 품질과 운영 효율성의 실질적인 개선을 추진할 수 있는 능력을 갖추게 됩니다. 관리자, 컨설턴트 또는 IT 전문가이든 이 과정은 조직의 서비스 관리 표준을 향상시키고, 고객 만족도를 높이고, 비즈니스 우수성을 달성하도록 권한을 부여합니다.
조직의 서비스 제공 역량을 변화시키고 긍정적인 변화의 촉매제가 되기 위해 함께 하세요.
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....
Students also bought
Learners who viewed this course also enrolled in these top-rated courses
Bestseller
FREE
IT & Software | HardwareStart Now
Program ESP32 Board without writing a single code in A Professional Environment
5.0
2h 30m
18 lectures
All
FREE
IT & Software | Hardware
Revolutionize Your Coding Skills with Al: A Comprehensive Guide for Beginners
5.0
2h
11 lectures
All
$10.99
$19.99
IT & Software | Information Security
Master ISO 27001: Achieve Certification, Build Security, and Ensure Compliance for Your Organization
5.0
1h 30m
10 lectures
Beginner
$39.99
$54.99
IT & Software | Certified in Governance, Risk and Compliance (CGRC)
Master GRC: Step-by-Step Guide to Implementing Governance, Risk, and Compliance for Business Success
5.0
2h 30m
35 lectures
Intermediate
$39.99
$64.99
IT & Software | Arduino
Seamlessly Stream and Visualize Real-Time Data from Arduino into Excel with Ease
5.0
1h 30m
6 lectures
All
$9.99
$34.99
IT & Software | Other IT & Software
Learn how to create and customize a website with no prior coding experience.
5.0
1h 30m
12 lectures
All
$9.99
$19.99
Frequently Asked Questions
Find answers to the most common questions about this course.
Yes! Upon completing 100% of the course lectures and assignments, you can instantly download your verified digital Certificate of Completion directly from your Lucebra profile.
Explore More in Technology
Expand your learning journey with accredited certificates, related digital books, and live interactive classes.