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ISO 20000 POUR LES AUDITEURS

ISO 20000 pour les auditeurs Cours de formation et certification

Description

Public et prérequis

Certificat

Cours de formation ISO 20000 pour les auditeurs

Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place.Based on processes, ISO/IEC20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.

La certification ISO / IEC20000 est attribuée après des audits effectués par des organismes de certification enregistrés, qui garantissent qu'un prestataire de services conçoit, met en œuvre et gère un système de gestion des services informatiques conforme aux exigences de la norme. Le cours ISO / IEC 20000 Auditor fournir une compréhension suffisante de l'ITSM en général et une connaissance du contenu et des exigences de la norme ISO / IEC 20000 pour pouvoir effectuer des audits par rapport à la norme.

Le cours couvre la deuxième édition de la norme (ISO / IEC 20000-1: 2011) qui annule et remplace la première édition (ISO / IEC 20000-1: 2005).

Certaines des principales différences sont les suivantes:

  • rapprochement avec ISO 9001
  • rapprochement avec ISO / IEC 27001
  • changement de terminologie pour refléter l'usage international
  • clarification des exigences relatives à la gouvernance des processus mis en œuvre par d'autres parties
  • clarification des exigences pour la définition de la portée du SMS
  • clarification que la méthodologie PDCA s'applique au SMS, y compris les processus de gestion des services, et les services
  • introduction de nouvelles exigences pour la conception et la transition de services nouveaux ou modifiés

Les étudiants qui ont suivi ce cours sont convenablement préparés à passer avec succès le test de certification ISO / IEC 20000 Auditor associé.

Objectives of ISO 20000 for Auditors

À la fin de ce cours, l'étudiant sera capable de comprendre les principes de l'ITSM et les exigences de la norme ISO / IEC 20000, comment il est utilisé dans une organisation de services informatiques typique, ainsi que les principaux éléments du système de certification.

Plus précisément, l'étudiant comprendra:

  • Le contexte de l'ISO / IEC 20000
  • La portée et l'objet des parties 1, 2, 3 et 5 ISO / IEC 20000 et comment ceux-ci peuvent être utilisés pendant l'audit et la certification
  • Les termes clés et les définitions utilisés
  • Principes généraux de l'ITSM
  • La structure et l'application de l'ISO / IEC 20000-1
  • Les exigences de l'ISO / IEC 20000-1
  • Exigences d'applicabilité et de définition de la portée
  • Le but des audits internes et externes, leur fonctionnement et la terminologie associée
  • Le fonctionnement de la certification APMG
  • La relation avec les meilleures pratiques et les normes connexes - en particulier ITIL®, ISO 9001 et ISO / IEC 27001

Intended Audience for ISO 20000 for Auditors Course

  • Auditeurs internes et experts-conseils en gestion des services
  • Auditeurs souhaitant effectuer et diriger des audits de certification du système de gestion des services (SMS)
  • Chefs de projet ou consultants souhaitant maîtriser le processus d'audit SMS
  • Les personnes responsables de la conformité du service de technologie de l'information dans une organisation
  • Experts techniques souhaitant se préparer à une fonction d'audit SMS.

Prerequisites for ISO 20000 for Auditors Certification

Une compréhension fondamentale de l'ISO / IEC 20000 et une connaissance approfondie des principes d'audit.

Pour plus d'informations veuillez nous contacter.

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Section 1Introduction et contexte de la norme
Section 2Principes de la gestion informatique
Section 3Le schéma de certification ISO / IEC 20000
Section 4Contenu de la norme ISO / IEC 20000
Section 5Comment les outils supportent la certification
Section 6Définition du domaine de la certification et de l'applicabilité