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ISO 20000-1:2018 구현 단계별 실습 - 템플릿 포함

IT 서비스 관리 시스템 구현, 프로세스 문서화 및 지속적인 개선 | 템플릿 포함

Ngazi Zote • 42 Mihadhara • Ufikiaji wa Maisha Yote
Dr. Amar Massoud

Mwalimu Mkuu Aliyethibitishwa

ISO 20000-1:2018 구현 단계별 실습 - 템플릿 포함
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Kutana na mwalimu wako: Dr. Amar Massoud

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2 saa 50 dak
Jumla ya Maudhui

Utajifunza nini

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.

Maudhui ya Kozi

6 sehemu • 42 mihadhara • 02:50:31 urefu wa jumla

Step 8: Generate Process and Function Documentation

06:22

Service Level Management

02:30

Service Reporting

02:14

Service Continuity and Availability Management

03:00

Capacity Management

03:01

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.

Information Security Management

03:07

Budgeting and Accounting for Services

02:30

Service Portfolio Management

02:46

Identify and evaluate potential services and changes, build business cases for approval, and secure priority from the IT Governance Committee to design, deploy, monitor, and continuously improve the service portfolio.

Demand Management

02:14

Supplier Management

04:15

Incident Management

02:40

Problem Management

02:44

Configuration Management

02:23

Execute configuration management by identifying configuration items with unique identifiers, updating the cmdb, enforcing baselines and change control, and conducting status accounting and audits.

Change Management

02:49

Release and Deployment Management

02:53

Service Validation and Testing

02:53

Knowledge Management

02:55

Request Fulfillment

03:04

Service Catalog Management

02:24

Event Management

02:51

Detect and log information technology events, categorize by type and priority. Assign for investigation, apply corrective actions, verify resolution, and close with centralized documentation.

Access Management

03:01

Step 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
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Mahitaji

IT 서비스 관리 개념에 대한 기본 이해

IT 운영 및 서비스 제공에 대한 친숙함

ISO 20000 경험 없음, 초보자 환영

Watazamaji Walengwa

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

Kuhusu kozi hii

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.

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Kutana na mkufunzi wako
Dr. Amar Massoud
5.0 Ukadiriaji
5 Wanafunzi
Tazama Wasifu Kamili
Dr. Amar Massoud
Mwalimu Mkuu
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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