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所在平台: Udemy |
课程主页: https://www.udemy.com/course/isoiec-20000-1-it-service-management-system/
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课程名称：ISO/IEC 20000-1:2018 服务管理系统 课程概述：本课程旨在帮助学习者理解国际标准ISO/IEC 20000-1:2018所规定的服务管理系统的要求。课程结构遵循该标准的要求，包括以下几个部分： 1. 导言部分：讨论服务管理系统的定义以及ISO/IEC 20000系列国际标准的一般性内容，涵盖ISO/IEC 20000-1、ISO/IEC 20000-2和ISO/IEC 20000-3。 2. 组织环境（ISO/IEC 20000-1:2018第4条）：包括与服务管理系统相关的内部和外部问题、相关方的需求和期望以及服务管理系统的范围。 3. 领导力（ISO/IEC 20000-1:2018第5条）：强调高层管理的支持与承诺、服务管理政策、服务管理系统的角色、责任和权限。 4. 规划（ISO/IEC 20000-1:2018第6条）：识别服务管理系统的风险与机会、设定服务管理目标及制定服务管理计划。 5. 服务管理系统的支持（ISO/IEC 20000-1:2018第7条）：资源、能力、意识、沟通、文件信息及支撑服务管理系统所需的知识。 6. 服务管理系统的运行（ISO/IEC 20000-1:2018第8条）：服务组合、关系与协议、供需关系、服务设计、构建与过渡、解决与履行、服务保障。 7. 绩效评估（ISO/IEC 20000-1:2018第9条）：监测、测量、分析与评估、服务管理系统的内部审计及管理评审。 8. 改进（ISO/IEC 20000-1:2018第10条）：不合规管理与纠正措施及服务管理系统的持续改进。 此外，课程还涵盖了ISO/IEC 20000-1认证的相关内容，适用于服务提供者和个人。学习者可以了解到成为服务管理专业人士所需回答的一些问题。 通过本课程，您将获取有关服务管理系统及国际标准ISO/IEC 20000-1:2018要求的所有关键信息。
The purpose of the course is to facilitate the understanding of the requirements for a Service management system as they are formulated by the international standard ISO/IEC 20000-1:2018.The structure of the course follows the requirements of the standard and includes:- an introductive part that discusses the definition of a Service management system and general aspects about ISO/IEC 20000 series of international standads, including ISO/IEC 20000-1, ISO/IEC 20000-2 and ISO/IEC 20000-3.- Context of the organization (Clause 4 of ISO/IEC 20000-1:2018) - internal and external issues relevant to the Service management system, needs and expectations of interested parties and the scope of the Service management system.- Leadership (Clause 5 of ISO/IEC 20000-1:2018) - the support and commitment of the top management, the service management policy, roles, responsibilities and authorities for the Service management system.- Planning (Clause 6 of ISO/IEC 20000-1:2018) - risks and opportunities for the Service management system, service management objectives and the service management plan.- Support of the Service Management System (Clause 7 of ISO/IEC 20000-1:2018) - resources, competence, awareness, communication, documented information and the knowledge required to support the Service management system- Operation of the Service Management System (Clause 8 of ISO/IEC 20000-1:2018) - service portfolio, relationship and agreement, supply and demand, service design, build and transition, resolution and fulfillment, service assurance - Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018) - monitoring, measurement, analysis and evaluation, internal audits of the Service management system and the management review- Improvement (Clause 10 of ISO/IEC 20000-1:2018) - the management of nonconformities and corrective actions and the continual improvement of the Service Management System.Certification to ISO/IEC 20000-1 - for service providers and for individuals - is also covered in the course. The questions are similar to those that you may have to answer if you plan to become certified as a Service management professional.Get all the key information about a Service management system and the requirements of international standard ISO/IEC 20000-1:2018
