• Quizzes Yes
  • Skill level Beginner
  • Language Bangla
  • Duration 06:55:34 H
  • Total Enrollments: 8

Course Description

<div data-purpose="safely-set-inner-html:description:description" xss=removed><p xss=removed>Course Objective:</p><p xss=removed>−key information and concepts for IT service management based on ISO/IEC 20000-1:2018.</p><p xss=removed>−builds the fundamental skills and knowledge enabling one to participate in organizational teams working within service management.</p><p xss=removed>−emphasis is on the service management system and service management processes, specifically, the core concepts and</p><p xss=removed>−basic terminology of IT service management based on ISO/IEC 20000-1:2018.</p><p xss=removed>−provide an overall understanding of ITSM service management and ISO/IEC 20000:2018 standard, framework, requirements for anyone involved in defining, planning, auditing, implementing, or managing a service management system &#40;SMS&#41;.</p><p xss=removed><br xss=removed></p><p xss=removed><strong xss=removed>Course Description: </strong>If you want to deliver excellent service to your customer then this course is for you. Every organization wants to add value to customers.  ISO/IEC 20000:2018-1 makes it easy by providing a baseline of what exactly needs to do. It specifies the requirements for an SMS, including how to plan, design, transition, delivers, and improve services so they deliver value for you and your customers.</p><p xss=removed>By attending this course you’ll learn about the ISO/IEC 20000:2018-1 requirements and how to interpret and apply the key concepts and principles of the standard to existing processes or build a process within your organization.</p><p xss=removed>When some people find ITIL4 is complex to implement, ISO/IEC20000:2018 is easy to understand and implement. However, if you have an understanding and knowledge of ITIL 4, Governance and management framework, it will complement your learning to a great extend.</p><p xss=removed><br xss=removed></p><p xss=removed><strong xss=removed><em xss=removed>The structure of the course follows the requirements of the standard and includes:</em></strong></p><p xss=removed><strong xss=removed>Introduction:</strong>  What is ISO/IEC 20000:2018-1, Who uses ISO/IEC 20000-1, and the basic structure of ISO/IEC 20000-1.</p><p xss=removed><strong xss=removed>3.1 Terms Specific to management System Standards; </strong>explain all 21 basic concepts related to service management standard which is required to understand. (•3.1.1 Audit, •3.1.2 Competence, •3.1.3 Conformity, •3.1.4 Continual Improvement, •3.1.5 Corrective Action •3.1.6 Documented Information, •3.1.7Effectiveness, •3.1.8 Interested Party, •3.1.9 Management System, •3.1.10 Measurement, •3.1.11 Monitoring, •3.1.12 Nonconformity, •3.1.13 Objective, •3.1.14 Organization, •3.1.15 Outsource, •3.1.16 Performance, •3.1.17 Policy, •3.1.18 Process, •3.1.19 Requirement, •3.1.20 Risk, •3.1.21 Top Management)</p><p xss=removed><strong xss=removed>3.2 Terms Specific Service Management:</strong> explain all 29 basic concepts of IT service management which is required to understand.</p><p xss=removed>(•3.2.1 Asset<strong xss=removed>, </strong>•3.2.2 Configuration Item, •3.2.3 Customer, •3.2.4 External Supplier, •3.2.5 Incident, •3.2.6 Information Security, •3.2.7 Information Security Incident, •3.2.8 Internal Supplier, •3.2.9 Known Error, •3.2.10 Problem,• •3.2.11 Procedure, •3.2.12 Record, noun, •3.2.14 Request for change, •3.2.15 Service, •3.2.16 Service Availability, •3.2.17 Service Catalogue, •3.2.18 Service Component, •3.2.19 Service Continuity, •3.2.20 Service level Management, •3.2.21 Service level Target, •3.2.22 Service Management, •3.2.23 Service Management System, •3.2.24 Service Provider, •3.2.25 Service Request, •3.2.26 Service Requirement, •3.2.27 Transition, •3.2.28 User, •3.2.29 value)</p><p xss=removed><strong xss=removed>Context of the organization</strong> (Clause 4 of ISO/IEC 20000-1:2018)</p><p xss=removed>- One: Understanding the organization and its context</p><p xss=removed>- Two: Understanding the needs and expectations of interested parties</p><p xss=removed>- Three: Determining the scope of the service management system</p><p xss=removed>- Four: Service Management System</p><p xss=removed><strong xss=removed>Leadership</strong> (Clause 5 of ISO/IEC 20000-1:2018) -</p><p xss=removed>-Leadership & commitment</p><p xss=removed>-Policy</p><p xss=removed>-Roles</p><p xss=removed>-Responsibilities and Authorities</p><p xss=removed>-<strong xss=removed>Planning </strong>(Clause 6 of ISO/IEC 20000-1:2018)</p><p xss=removed>- Risks and opportunities</p><p xss=removed>- Set up objective the Service management system</p><p xss=removed>-And the service management plan.</p><p xss=removed><strong xss=removed>Support of the Service Management System</strong> (Clause 7 of ISO/IEC 20000-1:2018) -</p><p xss=removed>-resources,</p><p xss=removed>-competence,</p><p xss=removed>-awareness</p><p xss=removed>-communication</p><p xss=removed>-documented information</p><p xss=removed>-and the knowledge needed to facilitate the Service management system</p><p xss=removed>-<strong xss=removed>Operation of the Service Management System</strong> (Clause 8 of ISO/IEC 20000-1:2018)</p><p xss=removed>- Service portfolio,</p><p xss=removed>-Relationship and agreement</p><p xss=removed>-Supply and demand,</p><p xss=removed>-Service design, build and transition,</p><p xss=removed>-Resolution and fulfillment,</p><p xss=removed>-Service assurance</p><p xss=removed><strong xss=removed>Performance evaluation </strong>(Clause 9 of ISO/IEC 20000-1:2018)</p><p xss=removed>- Monitoring, measurement, analysis and evaluation,</p><p xss=removed>-Internal audits of the Service management system</p><p xss=removed>-Management review</p><p xss=removed>-Service Reporting</p><p xss=removed><strong xss=removed>Improvement </strong>(Clause 10 of ISO/IEC 20000-1:2018)</p><p xss=removed>- Nonconformities and corrective actions</p><p xss=removed>-Continual improvement</p><p xss=removed><br xss=removed></p><p xss=removed><strong xss=removed>Right Participants:</strong></p><p xss=removed>•ISO/IEC 20000:2018 training is intended for everyone playing a role or having an interest in IT service management. Specific roles could include:</p><p xss=removed>•IT Managers</p><p xss=removed>•business and supervisory staff</p><p xss=removed>•team leaders</p><p xss=removed>•service designers</p><p xss=removed>•IT architects and/or planners</p><p xss=removed>•IT consultants</p><p xss=removed>•IT audit managers/auditors</p><p xss=removed>•IT security managers/officers</p><p xss=removed>•project/program managers</p><p xss=removed>•Service Desk and support team members</p><p xss=removed>•IT Operation people</p><p xss=removed>•IT Process managers, practitioners</p><p xss=removed><br xss=removed></p><p xss=removed><strong xss=removed>Please Note: I am a non-native English speaker. Check my pronunciation, grammar, teaching style before joining. Please consider all these before purchase. If you use headphone, kindly use a noise cancellation headphone.</strong></p><p xss=removed>ISO/IEC 20000:2018 Part-1 document alone price 200 USD in Amazon. The full presentation deck is attached with this training.  Enjoy the learning.</p><p xss=removed><br xss=removed></p></div><div class="styles--audience--2pZ0S" data-purpose="target-audience" xss=removed><h2 class="udlite-heading-xl styles--audience__title--1Sob_" xss=removed>Who this course is for:</h2><ul class="styles--audience__list--3NCqY" xss=removed><li xss=removed>IT/Technology Professionals</li><li xss=removed>IT managers</li><li xss=removed>IT Operation People</li><li xss=removed>CIO</li><li xss=removed>Senior Leaders of IT</li><li xss=removed>IT Consultant</li><li xss=removed>Service Designers</li><li xss=removed>IT architect</li><li xss=removed>Service Desk Professionals</li><li xss=removed>Service Desk Manager</li></ul></div>



Learning Outcomes



    ISO IEC 20000-2018 Introduction
    Structure of ISO IEC 2000-2018
    Right Paerticipants for ISO-IEC 20000-2018

3.1 Terms Specific to management System Standards

    3.1 Terms Specific to management System Standards-part 1
    3.1 Terms Specific to IS-IEC 20000-2018-(part2) Documented information to Non-confirmity
    3.1 Terms Specific to IS-IEC 20000-2018_(Part 3) Objective to Top Management
    Process Model
    What is governance and why do we need it

3.2 Terms Specific Service Management

    3.2 terms specific to Service managment-Part-2_Information Security to Service_1
    3.2 terms specific to Service management-Part-2_Information Security to Service
    3.2 Terms specific to Service management-Asset to Incident Management

Context of the organization (Clause 4 of ISO/IEC 20000-1:2018)

    Context of the organization

Leadership (Clause 5 of ISO/IEC 20000-1:2018)

    Leadership and Commitment

Planning (Clause 6 of ISO/IEC 20000-1:2018)


Support of the Service Management System- Clause 7 of ISO/IEC 20000-1:2018

    Support the Service Management System

Operation of the Service Management System- Clause 8 of ISO/IEC 20000-1:2018

    8.6 Resolution and Fulfilment (Incident mgt, Request Fulfilment and problem Mgt)
    8.7 Service Assurance(availability mgt, Service Continuity and Information Security)
    8.2.1 Service Delivery, 8.2.2 Plan the Service, 8.3.2 Control of interested parties
    Operation of the service Management-overview
    8.2.4-service catalogue management
    8.2.5 Asset Management and 826 Configuration Management
    8.3 Relationship and Agreement
    8.4 Supply and Demand
    8.5 Service Design, build and transition-851 Change Management
    8.5.2 Service design build and transition, 8.5.3 Release mgt

Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018)

    Performance Evaluation Audio Extracted
    9.4 Service Reporting

Improvement (Clause 10 of ISO/IEC 20000-1:2018)

    Continual Improvement




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