TypeKlasseværelsetræning
REGISTRER
ISO 20000 PRACTITIONER

ISO 20000 Practitioner Training Course & Certification

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Målgruppe og forudsætninger

Certificering

ISO 20000 Practitioner Training Course

Kunderne anmoder om, at deres (interne eller eksterne) it-udbydere kan bevise, at de kan levere den krævede servicekvalitet og have passende servicehåndteringsprocesser på plads. Baseret på processer, ISO / IEC20000 er en internationalt anerkendt standard for IT Service Management der specificerer krav til tjenesteudbyderen om at planlægge, etablere, gennemføre, betjene, overvåge, gennemgå, vedligeholde og forbedre en sms. Kravene omfatter design, overgang, levering og forbedring af tjenester for at opfylde aftalte servicekrav.

ISO / IEC20000 certificering tildeles efter revisioner udført af registrerede certificeringsorganer, som sikrer, at en tjenesteudbyder designer, implementerer og styrer et it service management system i overensstemmelse med kravene i standarden.

Dette kursus giver tilstrækkelig forståelse for ISO / IEC 20000 og dets applikation for at kunne analysere og anvende den opnåede viden til en række aktiviteter, der vil understøtte organisationer i overensstemmelse med kravene i Del 1, og opnå og beholde ISO / IEC 20000 certificering .

Kurset dækker anden udgave af standarden (ISO / IEC 20000-1: 2011), der annullerer og erstatter den første udgave (ISO / IEC 20000-1: 2005).

Nogle af de vigtigste forskelle er som følger:

  • tættere justering til ISO 9001
  • tættere justering til ISO / IEC 27001
  • ændring af terminologi for at afspejle international brug
  • afklaring af kravene til styring af processer, der drives af andre parter
  • præcisering af kravene til definition af SMS'ens anvendelsesområde
  • præcisering af, at PDCA-metoden gælder for SMS'en, herunder servicehåndteringsprocesserne og tjenesterne
  • indførelse af nye krav til design og overgang af nye eller ændrede tjenester

Studerende, der har deltaget i dette kursus, er passende forberedt til succesfuldt at tage den tilhørende ISO / IEC 20000 Practitioner certificeringstest.

Målsætninger for ISO 20000 Practitioner Training

Ved afslutningen af ​​kurset vil den studerende kunne forstå og kunne analysere og anvende indholdet af ISO / IEC 20000 inden for nuværende certificerede organisationer eller dem, der ønsker at implementere en SMS som forberedelse til initial certificering.

Nærmere bestemt vil den studerende kunne:

  • Forstå formålet med, brug og anvendelse af Dele 1, 2, 3 og 5 af standarden
  • Hjælp og rådgive organisationer med at opnå overensstemmelse med ISO / IEC 20000-1 og certificering
  • Forstå, forklare og rådgive om spørgsmål vedrørende anvendelighed, støtteberettigelse og anvendelsesområde
  • Forstå og forklare forholdet mellem ISO / IEC 20000 og ITSM bedste praksis i almindelig brug og relaterede standarder
  • Forklare og anvende kravene i del 1
  • Forklar brugen af ​​teknologi og værktøjer til understøttelse af implementering og forbedring af SMS, opnåelse af certificering og den løbende demonstration af overensstemmelse med del 1
  • Rådgive og bistå i ISO / IEC 20000 certificering beredskab vurderinger
  • Lav en gapanalyse støttet af en forbedrings- og implementeringsplan
  • Forstå, opret og anvend en servicehåndteringsplan
  • Bistå og rådgive organisationer om implementering af løbende forbedringsprocesser
  • Forbered organisationer til en ISO / IEC 20000 certificeringsrevision ved hjælp af reglerne i APMG Certification Scheme.

Intended Audience for of ISO 20000 Practitioner Course

Denne kvalifikation er rettet mod fagfolk, ledere og konsulenter, der har nøglerolle i produktion og / eller operationel styring af et servicehåndteringssystem baseret på ISO / IEC 20000.

Prerequisites for of ISO 20000 Practitioner Certification

Deltagerne skal have en grundlæggende viden om IT Service Managements principper og processer.
The knowledge base in this area are such as those acquired in a course ITIL® Foundation or ISO / IEC 20000 Foundation.

For mere info venlig kontakte os.

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Sektion 1Introduktion og baggrund til ISO / IEC 20000 standard
Sektion 2ISOIEC 20000 certificeringsordning
Sektion 3Principper for it service management
Sektion 4ISO / IEC 20000-1 (Del 1) Servicestyringssystemkrav
Sektion 5ISO / IEC 20000-2 Vejledning om anvendelse af del 1
Sektion 6At opnå ISO / IEC 20000 certificering
Sektion 7Anvendelighed, scoping og støtteberettigelse baseret på ISO / IEC 20000-3
Sektion 8Forberedelse til formel certificering, fuld og overvågningsrevisioner
Sektion 9Eksamen praksis og forberedelse