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TEHAMA na Programu/Nyingine za IT na Programu/Usimamizi wa Huduma za IT (ITSM)

ISO 20000-1:2018の実施を段階的にテンプレートで実現

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

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

Mwalimu Mkuu Aliyethibitishwa

ISO 20000-1:2018の実施を段階的にテンプレートで実現
trailer ya gari
Kutana na mwalimu wako: Dr. Amar Massoud

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Ukadiriaji wa Kimataifa
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Wanafunzi Watendaji
Kiingereza (Marekani)
Nukuu 99 za Lugha
2 saa 50 dak
Jumla ya Maudhui

Utajifunza nini

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。

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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AI hutengeneza ratiba ya kibinafsi kulingana na upatikanaji wako

Mahitaji

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。

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。

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* Makadirio yanatokana na vigezo vya kimataifa vya uajiri wa kiteknolojia.
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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