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ISO 20000從業人員培訓課程和認證

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ISO 20000從業人員培訓課程

客戶要求他們的(內部或外部)IT服務提供商可以證明他們能夠提供所需的服務質量,並且有適當的服務管理流程。 基於流程, ISO / IEC20000 是國際公認的標準 IT服務管理 它規定了服務提供商計劃,建立,實施,操作,監控,審查,維護和改進SMS的要求。 這些要求包括服務的設計,轉換,交付和改進以滿足商定的服務要求。

ISO / IEC20000認證 是在註冊認證機構進行審核後頒發的,該認證機構確保服務提供商設計,實施和管理符合標準要求的IT服務管理系統。

本課程充分了解ISO / IEC 20000及其應用,以便能夠分析所獲得的知識並將其應用於一系列活動,以支持符合1部分要求的組織,並實現和保留ISO / IEC 20000認證。

本課程涵蓋了取消並取代第一版(ISO / IEC 20000-1:2011)的第二版標準(ISO / IEC 20000-1:2005)。

一些主要區別如下:

  • 更接近於ISO 9001
  • 更接近於ISO / IEC 27001
  • 改變術語以反映國際使用情況
  • 澄清其他方面管理流程的要求
  • 澄清定義SMS範圍的要求
  • 明確PDCA方法適用於SMS,包括服務管理流程和服務
  • 引入新的或變更服務的設計和過渡的新要求

已參加此課程的學生已做好適當準備,可以成功參加相關的ISO / IEC 20000執業者認證考試。

目標 ISO 20000從業人員培訓

在本課程結束時,學生將能夠理解並能夠分析和應用當前認證組織或那些希望實施SMS以準備初始認證的ISO / IEC 20000的內容。

具體而言,學生將能夠:

  • 了解該標準的零件1,2,3和5的用途,使用和應用
  • 協助組織並為組織提供符合ISO / IEC 20000-1和認證的信息
  • 理解,解釋和建議有關適用性,資格和範圍定義的問題
  • 理解並解釋ISO / IEC 20000和ITSM常用和相關標準最佳實踐之間的關係
  • 解釋並應用1部分的要求
  • 解釋技術和工具的使用,以支持SMS的實施和改進,認證的實現和正在進行的1
  • 建議並協助進行ISO / IEC 20000認證準備評估
  • 根據改進和實施計劃提供差異分析
  • 理解,創建和應用服務管理計劃
  • 協助並建議組織實施持續改進流程
  • 使用APMG認證計劃的規定準備組織進行ISO / IEC 20000認證審核。

Intended Audience for of ISO 20000 Practitioner Course

此資格是針對在ISO / IEC 20000基礎上的服務管理系統的生產和/或運營管理中擔任關鍵角色的專業人員,管理人員和顧問。

Prerequisites for of ISO 20000 Practitioner Certification

參與者必須具備IT服務管理原理和流程的基本知識。
The knowledge base in this area are such as those acquired in a course ITIL®基金會 or ISO / IEC 20000基金會.

更多信息請點擊 聯繫我們.

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第1ISO / IEC 20000標準的介紹和背景
第2ISOIEC 20000認證計劃
第3IT服務管理原則
第4ISO / IEC 20000-1(Part 1)服務管理系統要求
第5ISO / IEC 20000-2 Part 1應用指南
第6獲得ISO / IEC 20000認證
第7基於ISO / IEC 20000-3的適用性,範圍和資格
第8準備正式認證,全面和監督審核
第9考試練習和準備