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Implemente ISO 20000-1:2018 Passo a Passo com Modelos
IT服务管理系统实施、流程文档和持续改进 | 带模板
Todos os níveis • 42 Palestras • Acesso vitalício
Instrutor Mestre Verificado
REBOQUE
Conheça seu instrutor: Dr. Amar Massoud
19 ms
5.0 / 5.0
Classificação Global1
Alunos AtivosInglês (Estados Unidos)
Legendas em 99 idiomas2h 50 min
Conteúdo totalO que você aprenderá
了解ISO 20000标准及其在IT服务管理中的应用。
实施和维护关键的SMS流程，如事件、变更和问题管理。
通过有效的服务管理实践改善服务质量和客户满意度。
创建与组织目标相一致的有效服务管理系统（SMS）政策。
Conteúdo do curso
6 seções • 42 palestras • 02:50:31 comprimento totalStep 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
Plano de Estudo Semanal
Planeje sua jornada de aprendizado
A IA gera um cronograma personalizado com base na sua disponibilidade5 hrs/semana
Requisitos
基本了解IT服务管理概念
熟悉IT运营和服务交付
无需ISO 20000经验，欢迎初学者
Público-alvo
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
Sobre este curso
掌握ISO 20000-1:2018实施的逐步方法，使用实用模板和专家指导
欢迎参加我们的全面课程，旨在赋予您所需的技能和工具，以在组织内无缝实施ISO 20000-1:2018。无论您是IT服务管理的新手还是希望完善当前的实践，本课程提供了一种与国际标准保持一致的结构化方法。
在本课程中，您将探索ISO 20000-1:2018的基本原则，深入了解如何建立和优化您的服务管理系统（SMS）。从制定与组织战略目标相一致的强大SMS政策到进行内部审核和持续服务改进，每个模块都旨在提高您的专业水平。
我们的实践性、动手实践的方法包括可定制的模板和真实世界的例子，指导您完成实施的每个阶段。您将学习管理服务交付的基本技术，确保符合GDPR和HIPAA等监管框架，并在团队中培养卓越服务的文化。
通过本课程，您将不仅能够领导ISO 20000-1:2018项目，还能推动服务质量和运营效率的切实改进。无论您是管理者、顾问还是IT专业人员，本课程使您能够提升组织的服务管理标准，增强客户满意度，并实现业务卓越。
加入我们，开启这段转变服务交付能力的旅程，成为组织内部积极变革的催化剂。
Oportunidades de Carreira e Cargos Alvo
Desenvolva competências práticas e qualifique-se para cargos de alto impacto mundial
Currículo Focado no Mercado
Cargos aos quais Você Pode se Candidatar
Full Stack Software Engineer
Backend Systems Developer
Frontend Application Specialist
Automation & Scripting Engineer
Salário Anual Estimado
$90,000 – $145,000 / yr
Demanda no Mercado Global
High Global Tech Demand
Competências que Você Irá Dominar* Estimativas baseadas em benchmarks globais de contratação e relatórios salariais.
Production Code Architecture
RESTful & Modern API Design
State Management & UI Scaling
Debugging & Automated Testing
Conheça seu instrutor
Dr. Amar Massoud
Instrutor Principal
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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