BS15000

IT服务管理体系（ISO 20000）系列IT Service Management System (ISO 20000) SeriesISO 20000 精解课程 (2天)ISO 20000 Essential Course (2 days)培训目的通过本课程学习，了解如何进行初步差异分析；了解ISO 20000标准的要求，包括整体架构及条款，十三个基本管理流程等内容ObjectivesLearn preliminary gap analysis; ISO 20000 requirements, its framework and clauses, 13 basic management proces-ses, etc培训对象准备构建ITSM管理体系组织中的员工组织中负责提供 IT相关服务的管理人员ITSM咨询顾问Target ParticipantsEmployees in an organisation planning to establish ITSM systemManagers offering IT related servicesITSM consultants内容大纲IT服务管理最佳实践的发展趋势标准详解，包括：服务交付过程控制过程关系过程解决过程 发布过程认证有关事项标准未来发展Course OutlineTrend of best practices in IT service managementIntensive study ofService delivery processControl processRelation processSolution processPublishing processCertificationFuture development40IT服务管理体系（ISO 20000）系列IT Service Management System (ISO 20000) SeriesISO 20000 内部审核员课程 (2天)ISO 20000 Internal Auditor Course (2 days)培训目的通过本课程学习，了解如何进行初步差异分析；了解ITIL及ISO 20000的整体架构及条款；了解ITIL及ISO 20000的差异及ISO 20000之优点；掌握内部审核的技巧，并能主导组织内部的ITSM审核ObjectivesLearn preliminary gap analysis; learn the framework and clauses of ITIL and ISO 20000; understand the difference between ITIL and ISO 20000, and the advantage of ISO 20000; learn internal audit skills, to be able to lead the ITSM audit within an organization培训对象准备构建ITSM管理体系组织中的内审员组织中负责提供 IT相关服务的管理人员ITSM咨询顾问Target ParticipantsInternal auditors in an organisation planning to estab-lish ITSM systemManagers offering IT related servicesITSM consultants内容大纲IT服务管理最佳实践的发展趋势标准详解，包括：服务交付过程控制过程关系过程解决过程 发布过程审核策划和实施审核技巧审核记录和报告认证相关事项Course OutlineTrend of best practices in IT service managementIntensive study ofService delivery processControl processRelation processSolution processRelease processAudit planning and implementationAudit skillsAudit documentation and reportCertification证书完成本课程获BSI颁发的ISO 20000内审员资格证书CertificateA BSI ISO 20000 internal auditor qualification certificate is awarded after the study41IT服务管理体系（ISO 20000）系列IT Service Management System (ISO 20000) SeriesISO 20000 实施课程 (3天)ISO 20000 Implementation Course (3 days)培训目的BSI推出此实施课程，帮助感兴趣的组织熟悉标准、建置一个符合国际标准的体系。帮助了解如何进行初步差异分析；了解ITIL及ISO 20000的整体框架及条款；了解ITIL及ISO 20000的差异及ISO 20000之优点；经由课程里的练习了解到ISO 20000 所有13个相关流程的连贯及使用ObjectivesLearn about the international standard and implement a system complying with the standard. Learn preliminary gap analysis; learn the framework and clauses of ITIL and ISO 20000; understand the difference between ITIL and ISO 20000, and the advantage of ISO 20000; learn all 13 processes in ISO 20000 through practices培训对象IT 专业人员 组织中负责提供 IT相关服务的管理人员ITSM咨询顾问Target ParticipantsIT specialistsManagers offering IT related services in organizationITSM consultants内容大纲IT服务管理最佳实践的发展ISO 20000标准的核心组件服务交付过程控制过程关系过程解决过程 发布过程ISO 20000体系构建（案例教学）ISO 20000审核概述认证相关事宜Course OutlineTrend of best practices in IT service managementISO 20000 core componentsService delivery processControl processRelation processSolution processRelease processImplementing ISO 20000 system (case study)ISO 20000 Audit Certification42IT服务管理体系（ISO 20000）系列IT Service Management System (ISO 20000) SeriesISO 20000 主任审核员课程 (5天)ISO 20000 Lead Auditor Course (5 days)培训目的本课程设计是为了使学习者熟知ISO 20000标准条款及其在组织运营中的应用。学习者将从课程中了解ISO 20000与ITIL等的差异及ISO 20000之优点，掌握ISO 20000体系的基本要素，掌握该体系的具体执行程序和标准；掌握审核的技巧，并了解对该体系进行检查和审核的方法以及制作审核报告的技巧ObjectivesLearn more about ISO 20000 clauses and their applica-tions in business operation; Understand the difference between ITIL and ISO 20000; and the advantage of ISO 20000; Learn the basic elements of ISO 20000 and its im-plementation procedures and standards; learn audit skills, approaches to checking the system and audit re-porting skills培训对象希望深入了解并在实际工作中应用ISO 20000理念的管理人员正在负责公司ISO 20000管理体系建设及实施的人员IT管理方面的咨询顾问和项目经理欲加强审核技巧及了解最新国际审核新知的IT服务管理审核员信息科技和质量管理方面的专家、学者Target ParticipantsManagers wishing to know more about ISO 20000 and apply it to real workThose responsible for building up ISO 20000 manage-ment system within an organizationConsultants and project managers involved in IT man-agementIT service management auditors wishing to enhance their auditing skills and obtain the updated interna-tional audit knowledgeExperts and scholars in the field of information tech-nology and quality management内容大纲ISO 20000简介及与ITIL/COBIT等的差异ISO 20000IT服务管理体系及实施ISO 20000IT服务管理体系审核及其技巧ISO 20000标准的认证ISO 20000总结和回顾Course OutlineIntroduction to ISO 20000 and its difference between ITIL\\COBIT, etcISO 20000 IT service management system and its im-plementationAuditing ISO 20000 IT service management system and the auditing skillsISO 20000 certificationISO 20000 conclusion and review证书完成本课程获BSI颁发的ISO 20000主任审核员课程证书CertificateAn ISO 20000 Lead Auditor Training Certificate autho-rized by BSI is awarded to participants successfully com-plete the course43