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ISO-IEC 20000 FONDACIJA

ISO / IEC 20000 Fond za obuku i sertifikaciju fondacije

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Pregled ISO / IEC 20000 faze obuke

Ovaj akreditovani kurs ISO / IEC 20000 Fondacija priprema kandidate za kvalifikaciju ustanove. Obezbeđuje znanja potrebna za razumevanje sadržaja i zahtjeva ISO / IEC 20000-1: 2011 međunarodni standard za upravljanje IT uslugama (ITSM). Saznajte kako praksu može da usvoji organizacija da isporučuje upravljačke usluge, stalno poboljšava te usluge i postigne sertifikaciju prema ISO / IEC 20000-1.ISO / IEC 20000 je međunarodni standard za upravljanje IT uslugama (ITSM). Određuje zahteve i pružaju detalje sistema za upravljanje IT uslugama (SMS) koji su potrebni za pružanje upravljanih usluga prihvatljivog kvaliteta, zajedno sa uputstvima o tome kako dokazati usklađenost sa standardnim

Ovaj kurs 3-a je namenjen onima koji žele da demonstriraju znanje na nivou Fondacije na temu ISO / IEC 20000 i njegovu upotrebu u tipičnoj organizaciji pružaoca IT usluga. Ova kvalifikacija ne pruža napredni nivo znanja za vanjske revizore, konsultante ili one koji su odgovorni za upravljanje implementacijom standarda u organizaciji pružaoca usluga. Revizori, konsultanti i implementatori možda žele da razmotre kurseve APMG Practitioner ili Auditor koji pružaju više detalja o upotrebi standarda. APMG sertifikacijski ispit, koji je višestruki izbor, može se provesti na kraju kursa.

Objectives of ISO/IEC 20000 Foundation Training

Na kraju ovog kursa student će moći da shvati opseg, ciljeve i zahteve visokog nivoa standarda ISO / IEC 20000, kako se koristi u tipičnoj organizaciji pružaoca IT usluga, zajedno sa glavnim elementima procesa sertifikacije . Konkretno, student će razumeti:

  • The background to ISO IEC 20000
  • The scope and purpose of Parts 1, 2, 3 and 5 of ISO IEC 20000 and how these can be used
  • Ključni termini i definicije korišćeni
  • Osnovni zahtevi za SMS i potrebu za stalnim poboljšanjima
  • Procesi, njihovi ciljevi i zahtjevi na visokom nivou u tipičnom scenariju provajdera IT usluga
  • Zahtevi za definiciju primjene i opsega
  • Svrha internih i eksternih revizija, njihovog rada i pripadajuće terminologije
  • Rad APMG sertifikacione šeme
  • Veza sa najboljim praksama i srodnim standardima

Intended Audience for ISO/IEC 20000 Foundation Course

Kurs je usmjeren na osoblje u organizacijama koje pružaju interne i eksterne usluge koje zahtijevaju osnovno razumijevanje standarda ISO / IEC 20000 i njegovog sadržaja. Obezbediće:

  • Vlasnici usluga, vlasnici procesa i drugi upravljanje uslugama osoblje sa svjesnošću i razumijevanjem upravljanja uslugama na osnovu ISO / IEC 20000 standarda
  • Pojedinci sa znanjem da razumiju ISO / IEC 20000 standard i kako to u okviru svoje organizacije
  • Menadžeri i rukovodioci tima s poznavanjem tipičnog ISO / IEC 20000 sistema za upravljanje uslugama (SMS)
  • Interni revizori, vlasnici procesa, revizori procesa i procenjivači sa dobrim poznavanjem standarda ISO / IEC 20000, njegovog sadržaja i potrebe za internim pregledima, procjenama i revizijama
  • Dokazi da su delegati postigli osnovni nivo znanja o ISO / IEC 20000 standardu

Ova kvalifikacija ne pruža napredni nivo znanja za vanjske revizore, konsultante ili one koji su odgovorni za upravljanje implementacijom standarda u organizaciji pružaoca usluga. Revizori, konsultanti i implementatori možda žele da razmotre kurseve APMG Practitioner ili Auditor koji pružaju više detalja o upotrebi standarda.

Prerequisites for ISO/IEC 20000 Foundation Certification

Ne postoje preduslovi za ovaj kurs kao takav, iako ITIL® V3 fondacija Sertifikat se preporučuje.

Za više informacija ljubazno Kontaktiraj nas.

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sekcija 1Razumevanje obima, namjene i upotrebe ISO / IEC 20000-a
Čitanje 1-aIzjave "Shall" i "Should"
Čitanje 2-aPrincipi sistema upravljanja uslugama
Čitanje 3-aISO / IEC 20000 veze sa ITIL-om i drugim standardima i pristupima
sekcija 2Razumevanje zahteva ISO / IEC 20000 sistema upravljanja
Čitanje 4-aCiljevi sistema upravljanja
Čitanje 5-aOdgovornosti rukovodstva
Čitanje 6-aZahtevi za dokumente
Čitanje 7-aKvalitet osoblja, svest i trening
sekcija 3Razumevanje zahteva ISO / IEC 20000 procesa upravljanja uslugama
Čitanje 8-aPlaniranje i implementacija novih ili promenjenih usluga
Čitanje 9-aProcesi isporuke usluga
Čitanje 10-aProcesi veza
Čitanje 11-aProcesi rezolucije
Čitanje 12-aProcesi kontrole i oslobađanja
sekcija 4Usvojiti Plan, Do, Check, Act ciklus kako bi poboljšao uslugu
Čitanje 13-aPlaniranje, implementacija i poboljšanje upravljanja IT uslugama za ispunjavanje ISO / IEC 20000 standarda
Čitanje 14-aPrimjenljivost, zahtjev za obim i izvještaji o opsegu
Čitanje 15-aMetodologija plan-do-check-act i njegova primjena u upravljanju uslugama
sekcija 5Pregled, procjena i revizija aktivnosti ISO / IEC 20000
Čitanje 16-aVrste pregleda, procjena i revizija koje zahtijeva standard
Čitanje 17-aTehnike i pristupi koji se mogu koristiti za njih
Čitanje 18-aŠta je uključeno u spoljnu reviziju