Implementing & Auditing ISO 20000 – ITSM Management System

سرفصل های دوره

1 - Introduction

1 -What is the Management System

2 -Understand Various ISO Standards

2 - Key Components of ITSM (IT Service Management System)

1 -IT Management

2 -Financial Management, Portfolio and Capacity Planning

3 -Capex & Opex, ROI & ROSI

4 -Patch Management

5 -Configuration Management

6 -Incident Management

7 -Business Continuity Management

8 -People Management

9 -Suppliers Management

10 -Project Management

3 - Governance of ITSM

1 -Governance vs Management

2 -Governance Committees

3 -Strategic Alignment

4 -Policies

5 -Standards

6 -Procedures & Guidelines

4 - Implementing the IT Service Management System

1 -Clause 4 Context of the Organization

2 -Clause 5 Leadership and Commitment

3 -Clause 6 Planning

4 -Gap Analysis Process

5 -Communication requirements within the organization

6 -Importance of resources, competence, and awareness

7 -Structure and requirements for Management System documentation

8 -Clause 8 Operation of the Management System

9 -Clause 9 Performance Evaluation

10 -Clause 10 Improvement

11 -Understanding nonconformities and corrective actions

5 - Continues Improvement and Preparing for the Certification

1 -The Continues Monitoring Program

2 -Continues Auditing

3 -Internal Audit vs External Auditing

4 -Audit Process

5 -Evaluation of Evidences

6 -Audit Reporting

7 -Preparing for certification audits

8 -Choosing the Right Certification Body

9 -Navigating certification stages and maintaining compliance

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تولید کننده: Udemy