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.
逐步实施ISO 20000-1:2018：带模板
IT服务管理系统实施、流程文档和持续改进 | 带模板
Alle Vlakke • 42 Lesings • Lewenslange Toegang
Geverifieerde Meester Instrukteur
SLEEPWA
Ontmoet jou instrukteur: Dr. Amar Massoud
19 ms
5.0 / 5.0
Globale gradering1
Aktiewe studenteEngels (Verenigde State van Amerika)
99 Tale Onderskrifte2 uur 50 min
Totale inhoudWat jy sal leer
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。
Kursusinhoud
6 afdelings • 42 lesings • 02:50:31 totale lengteStep 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
Weeklikse Studieplan
Beplan jou leerreis
KI skep n persoonlike skedule gebaseer op jou beskikbaarheid5 ure/week
Vereistes
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
Teikengehoor
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
Oor hierdie kursus
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。
Loopbaangeleenthede & Teikenposte
Bou praktiese, werksgereed vaardighede en kwalifiseer vir gesogte poste wêreldwyd
Werkgereed Kurrikulum
Poste waarvoor jy kan aansoek doen
Full Stack Software Engineer
Backend Systems Developer
Frontend Application Specialist
Automation & Scripting Engineer
Beraamde Jaarlikse Salaris
$90,000 – $145,000 / yr
Wêreldwye Bedryfsvraag
High Global Tech Demand
Sleutelvaardighede wat jy Bemeester* Skatting gebaseer op globale tegnologie-werwingsmaatstawwe en salarisverslae.
Production Code Architecture
RESTful & Modern API Design
State Management & UI Scaling
Debugging & Automated Testing
Ontmoet jou instrukteur
Dr. Amar Massoud
Hoofinstrukteur
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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