ISO 20000 2018-paket
2024-10-28 11:05ISO 20000 2018 Package
Få din ackreditering till lägsta möjliga kostnad
ISO/IEC 20000 2018 complete package
2018 års version
Pris : 489 $
Det kompletta ISO/IEC 17025 2017-paketet är ett omfattande dokumentpaket som innehåller allt från alla mallar för förfaranden, processer, formulär, checklistor, verktyg, detaljerade guider och instruktioner som behövs för att..:
- Start your ISO/IEC 20000 process.
- Skapa din ISO/IEC 20000 documentation.
- Snabb åtkomst till ISO/IEC 20000 accreditation.
- Dra nytta av en ISO/IEC 20000 management system that is simple and adapted to the needs of your organization.
Varför börja med en tom sida? Starta ditt projekt idag och spara upp till 80% i tid och pengar.
Paketet innehåller en timmes live 1-to-1 onlinesession med en ISO-konsult, dokumentgranskning, kontinuerlig e-postsupport i 12 månader och regelbunden uppdateringstjänst.
Kostnadseffektivt genomförande: Mycket billigare än en konsult på plats och kräver mycket mindre tid än att göra det från början.
ISO/IEC 20000 2018 Version Complete Package
- Mervärde: Alla IISO/IEC 20000 2018 kraven har utvecklats till en effektiv process som lägger till operativt värde för ditt laboratorium och därmed ökar produktiviteten.
- Effektivt: Minimal ansträngning krävs att följa de förfaranden som är nödvändiga uppfylla alla krav i ISO/IEC 20000.
- Förenklat: Byråkrati och överdrivet pappersarbete har eliminerats från varje process för att göra den enkel - samtidigt som den är helt förenlig med ISO/IEC 20000 2018.
Starta ditt projekt idagoch spara upp till 80% på din tid och dina pengar.
The all-in-one document package for ISO/IEC 20000 2018 version
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Dokumenten ingår:
Blanketter
👉 Det här paketet ger dig följande funktioner:
- Fullständigt livstid tillgång till
- Åtkomst på en bärbar dator, stationär och mobil
Intyg om slutförandet
This Package Includes:
Förfaranden:
- Service Management Policy Procedure
- Service Portfolio Management Procedure
- Service Catalog Management Procedure
- Service Level Management Procedure
- Capacity Management Procedure
- Availability Management Procedure
- Service Continuity Management Procedure
- Information Security Management Procedure
- Incidenthanteringsprocedur
- Problem Management Procedure
- Procedur för ändringshantering
- Release and Deployment Management Procedure
- Configuration Management Procedure
- Knowledge Management Procedure
- Asset Management Procedure
- Internrevisionsförfarande
- Ledningens granskningsprocedur
- Procedur för dokumentkontroll
- Procedur för registreringskontroll
- Procedur för korrigerande åtgärder
- Förebyggande åtgärder
Dokument och formulär:
- Service Management Policy Record
- Service Portfolio Record
- Service Catalog Record
- Service Level Agreement (SLA) Record
- Operational Level Agreement (OLA) Record
- Capacity Plan Record
- Availability Plan Record
- Service Continuity Plan Record
- Information Security Risk Assessment Record
- Logg över incidenter
- Problem Log
- Formulär för begäran om ändring
- Change Log
- Release and Deployment Plan Record
- Configuration Item (CI) Record
- Knowledge Article Record
- Asset Inventory Record
- Internrevisionsrapport
- Ledningsgranskning mötesprotokoll
- Dokumentdistributionslista
- Schema för lagring av rekord
- Corrective Action Request (CAR) Form
- Preventive Action Request (PAR) Form
Handbok och kvalitetspolicy
- IT Service Management System (ITSMS) Manual
SOP:er
- SOP for Creating and Updating Service Management Policies
- SOP for Monitoring and Reporting Service Performance Metrics
- SOP for Identifying and Assessing Service Improvement Opportunities
- SOP for Engaging Stakeholders and Gathering Service Requirements
- SOP for Conducting Periodic Service Reviews
- SOP for Ensuring Compliance with Legal and Regulatory Requirements
- SOP for Coordinating with Third-party Service Providers
- SOP for Onboarding and Offboarding IT Service Management Personnel
- SOP for Training IT Service Management Personnel
- SOP for Conducting Periodic Backup and Restore Testing
- SOP for Updating and Maintaining the IT Service Management Toolset
- SOP for Communicating Changes to IT Service Management Policies and Procedures
- SOP for Managing Risk in IT Service Management
Comprehensive Guide to ISO/IEC 20000-1:2018: Chapter-by-Chapter Breakdown of IT Service Management System Requirements
Kapitel 1: Omfattning
This chapter defines the scope and applicability of ISO 20000-1:2018 for organizations aiming to establish an effective service management system (SMS).
Viktiga krav:
- Tillämplighet: ISO 20000 is applicable to any organization, regardless of size or type, that is involved in the planning, design, transition, delivery, and improvement of IT services.
- Service Management System (SMS): The standard outlines the requirements for a service management system that supports the planning, delivery, and continual improvement of IT services.
- Kundfokus: The SMS must ensure that IT services meet the agreed service requirements and satisfy customer expectations.
Kapitel 2: Normativa referenser
This chapter details the referenced documents that are necessary for understanding and applying ISO 20000-1:2018.
Viktiga krav:
- ISO/IEC Standards: ISO 20000 integrates with other ISO standards, such as ISO 9001 (Quality Management Systems) and ISO/IEC 27001 (Information Security Management), providing a holistic framework for service management.
Kapitel 3: Termer och definitioner
This chapter provides definitions of key terms and concepts used in the standard to ensure a common understanding.
Viktiga krav:
- Nyckelterminologi: Important terms like “service management,” “service request,” “service level agreement (SLA),” and “incident management” are defined to help organizations implement the SMS consistently.
Kapitel 4: Organisationens kontext
This chapter focuses on understanding the organization’s internal and external context as it relates to the service management system.
Viktiga krav:
- Understanding Organizational Context: Organizations must determine external and internal issues that could affect the SMS, such as technological changes, market demands, and regulatory requirements.
- Interested Parties: Organizations need to identify and understand the needs and expectations of stakeholders, including customers, service providers, suppliers, and regulators.
- Scope of the SMS: The scope of the SMS must be defined, taking into account the nature of the IT services offered and the organization’s objectives. The boundaries of the SMS must be clear to all stakeholders.
Chapter 5: Leadership
This chapter emphasizes the responsibility of top management in establishing, maintaining, and continually improving the SMS.
Viktiga krav:
- Ledarskapsengagemang: Top management must demonstrate leadership and commitment to the SMS, ensuring it is aligned with the organization’s strategic direction and customer needs.
- Service Management Policy: Leadership must establish a service management policy that outlines the organization’s commitment to service quality, customer satisfaction, and continual improvement.
- Roles and Responsibilities: Roles, responsibilities, and authorities related to service management must be clearly defined, communicated, and understood across the organization.
Kapitel 6: Planering
This chapter covers the planning required for the effective implementation and operation of the SMS, with a focus on risk management and setting measurable objectives.
Viktiga krav:
- Risk and Opportunity Management: Organizations must identify and address risks and opportunities that could affect the SMS’s ability to meet service objectives.
- Service Management Objectives: Measurable service management objectives must be established and aligned with customer requirements and organizational goals. These objectives should be regularly monitored and updated.
- Planning of Changes: Any changes to the SMS or services must be planned and implemented in a controlled manner to ensure they do not negatively impact service delivery.
Kapitel 7: Support
This chapter outlines the resources, competence, and documentation necessary to implement, maintain, and improve the SMS.
Viktiga krav:
- Resources: Adequate resources (personnel, technology, infrastructure) must be provided to support the SMS and ensure consistent service delivery.
- Kompetens och medvetenhet: Personnel involved in service management must be competent for their roles. Ongoing training and awareness programs must ensure that employees understand their responsibilities within the SMS.
- Kommunikation: Clear internal and external communication processes must be established to support effective service management.
- Documented Information: Key processes and procedures related to the SMS must be documented and controlled to ensure accuracy, consistency, and traceability. This includes maintaining service level agreements (SLAs), operational procedures, and incident management records.
Chapter 8: Operation
This chapter addresses the operational aspects of service management, including service delivery, service level management, incident management, and service continuity.
Viktiga krav:
- Service Delivery: Organizations must plan, implement, and control service delivery to meet agreed service levels. This includes capacity management, availability management, and ensuring continuity in service delivery.
- Service Level Management: The SMS must ensure that SLAs are in place, agreed with customers, and monitored regularly to verify compliance. Service performance against SLAs must be measured and reported to stakeholders.
- Incident and Problem Management: A structured process must be in place to manage incidents and problems, ensuring they are resolved in a timely manner and that root causes are identified and addressed.
- Change Management: Any changes to services or the SMS must be managed in a controlled manner, minimizing disruption and ensuring customer expectations are met.
- Service Continuity: Organizations must implement processes to ensure service continuity in the event of a disruption, such as disasters, failures, or security breaches.
Chapter 9: Performance Evaluation
This chapter focuses on the monitoring and evaluation of the SMS and the services delivered to ensure continuous improvement.
Viktiga krav:
- Monitoring and Measurement: Organizations must establish key performance indicators (KPIs) to monitor the effectiveness of the SMS and service performance. This includes customer satisfaction metrics, service availability, and incident resolution times.
- Internrevisioner: Regular internal audits must be conducted to assess the effectiveness and compliance of the SMS with ISO 20000-1:2018 and customer requirements.
- Management Reviews: Top management must conduct regular reviews of the SMS to assess its performance, identify improvement opportunities, and ensure alignment with organizational objectives and customer needs.
Kapitel 10: Förbättring
The final chapter focuses on continual improvement, corrective actions, and addressing nonconformities in the service management system.
Viktiga krav:
- Ständiga förbättringar: Organizations must implement a structured approach to continually improving the SMS, focusing on enhancing service quality, customer satisfaction, and operational efficiency.
- Korrigerande åtgärder: Nonconformities must be identified, analyzed, and addressed through documented corrective actions to prevent recurrence. This includes root cause analysis and tracking the effectiveness of corrective actions.
- Problem Solving: A formal process must be in place to address any issues or deviations from the planned service delivery, ensuring that lessons are learned and improvements are implemented.
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The package includes all the documents you need to comply with ISO/IEC 20000 2018 – these documents are fully acceptable by the accreditation audit.
Alla dokument är i MS Word eller MS Excel, vilket gör det mycket enkelt att anpassa dem till ditt företag. Du kan anpassa dem genom att lägga till företagslogotyper och färger och redigera rubriker och sidfötter för att matcha din favoritstil.
Vi har redan fyllt i ungefär 90% av den information som begärs i dokumenten. För att fylla i dem behöver du bara fylla i företagets namn, de ansvariga parterna och annan information som är unik för ditt företag. du kommer att guidas genom processen och kommentera de delar som behövs och de som är frivilliga.
Vi presenterade ISO 17025-dokumentationen för att försäkra alla användare om att de har slutfört allting korrekt och med största möjliga effektivitet.
Alla dokument är gjorda så att du kan följa den föreslagna ordningen perfekt, vilket gör att du kan se till att inget saknas och att ingen går vilse i processen.
De medföljande kommentarerna och flödesschemana hjälper personalen att förstå varje dokument och dess användbarhet, vilket hjälper dig att göra kvalitetshanteringen smidigare och processerna lättare att följa.
Features of the complete ISO/IEC 20000 2018 Kit
Pris: 489 $
– Documentation included: 58 documents for the implementation of ISO 20000 2018
- MS Office 2007-format, MS Office 2010, MS Office 2013
- Språk: engelska engelska
- Dokumenten är helt redigerbara - ange bara den information som är specifik för ditt företag.
– Acceptable for the ISO 20000 2018 accreditation audit? Yes, all the documents required by ISO 20000 2018 are included, as well as the quality policy and the current but optional procedures.
Omedelbar leverans - Paketet kan laddas ner omedelbart efter köpet.
Gratis konsultation - Dessutom kan du skicka in två kompletta dokument för granskning av professionella experter.
Skapad för ditt företag - Modellerna är optimerade för små och medelstora företag.
Complete ISO/IEC 20000 2018 Package
The complete kit to implement ISO/IEC 20000
Pris : 489 $
Total genomförandetid: 8 månader
ISO/IEC 20000 Implementation Project Plan
Att uppnå ISO 17020 är en viktig milstolpe för alla organisationer och innebär ett åtagande för dataskydd och integritet. Våra expertkonsulter finns här för att vägleda dig genom varje steg i implementeringsprocessen, från inledande konsultation och gapanalys till slutlig bedömning och certifiering av efterlevnad. Med vår omfattande projektplan, skräddarsydda utbildningsprogram och dedikerade support ser vi till att din organisation uppfyller alla ISO 17020-krav på ett effektivt sätt. Samarbeta med oss för att öka din organisations trovärdighet, förbättra datahanteringsprocesserna och vinna förtroende på internationell nivå. Låt oss hjälpa dig att uppnå excellens inom dataskyddshantering.
Introduktion: Projektstart och analys av brister (Varaktighet: 1 månad)
Inledande uppgifter
1.1 ISO 20000 Kick-off and Awareness
Uppgift: Organisera kick-off-möte
- Beskrivning: Conduct a kick-off meeting to introduce the ISO 20000-1:2018 project to key stakeholders. Discuss objectives, scope, timelines, and responsibilities.
- Leveranser: Projektplan, mötesagenda och protokoll.
- Möte: Inledande samråd med högsta ledningen och implementeringsteamet.
1.2 Utföra Gap-analys
Task: Conduct Gap Analysis Against ISO 20000:2018 Requirements
- Beskrivning: Assess the current IT service management processes and service management system against ISO 20000-1:2018 requirements to identify gaps and areas for improvement.
- Leveranser: Gap-analysrapport med identifierade avvikelser.
- Möte: Review findings with management, IT teams, and service managers.
Section 1: Service Management System (SMS) Documentation and Planning (Varaktighet: 2 månader)
2.1 Develop SMS Documentation
Task: Define Service Management Policy and Objectives
- Beskrivning: Establish the organization’s service management policy and measurable objectives, aligning them with ISO 20000-1:2018 requirements.
- Leveranser: Documented service management policy and objectives.
- Möte: Review and approval with senior management.
2.2 Develop SMS Documentation (Manual, Procedures, Work Instructions)
Task: Create SMS Documentation
- Beskrivning: Develop the necessary documentation for the SMS, including a service management manual, procedures, and work instructions for key processes (e.g., incident management, change management, service continuity).
- Leveranser: Service management manual, procedures, work instructions.
- Möte: Review SMS documentation with the ITSM team.
Section 2: Service Delivery and Incident Management (Varaktighet: 2 månader)
3.1 Define Service Catalog and Service Level Agreements (SLAs) (ISO 20000-1 Clause 8.2)
Task: Develop Service Catalog and SLAs
- Beskrivning: Define the scope of IT services provided, establish a service catalog, and create SLAs to ensure the delivery of services meets the agreed-upon levels of quality.
- Leveranser: Service catalog, SLAs.
- Möte: Review and approve SLAs with service owners and key customers.
3.2 Implement Incident and Request Management Procedures (ISO 20000-1 Clause 8.6)
Task: Establish Incident and Request Management Processes
- Beskrivning: Develop and implement procedures for managing incidents and service requests, ensuring that issues are resolved quickly and effectively while minimizing service disruption.
- Leveranser: Incident management procedures, request handling protocols.
- Möte: Train service desk and IT teams on incident and request management processes.
Section 3: Change Management and Service Continuity (Varaktighet: 1 månad)
4.1 Implement Change Management Procedures (ISO 20000-1 Clause 8.5)
Task: Develop and Implement Change Management Process
- Beskrivning: Establish a change management process to control and manage changes to IT services, ensuring that changes are implemented smoothly without negatively affecting service quality.
- Leveranser: Change management procedure, change request forms.
- Möte: Review change management process with service owners and IT staff.
4.2 Establish Service Continuity and Availability Management (ISO 20000-1 Clause 8.4)
Task: Develop Service Continuity and Availability Plan
- Beskrivning: Implement a service continuity plan to ensure that IT services can be maintained or restored in the event of an interruption. Ensure that services are available according to SLAs.
- Leveranser: Service continuity plan, availability management procedures.
- Möte: Review and test continuity plan with IT staff and service teams.
Section 4: Supplier and Asset Management (Varaktighet: 1 månad)
5.1 Supplier Management (ISO 20000-1 Clause 8.7)
Task: Develop Supplier Management Procedures
- Beskrivning: Establish procedures for managing third-party suppliers, ensuring they meet contractual obligations and comply with service level expectations.
- Leveranser: Supplier management procedures, supplier performance reports.
- Möte: Review supplier performance with procurement, IT, and service management teams.
5.2 Asset and Configuration Management (ISO 20000-1 Clause 8.3)
Task: Implement Asset and Configuration Management System
- Beskrivning: Develop a system to track IT assets and configuration items to ensure that all components of the IT infrastructure are documented and managed effectively.
- Leveranser: Asset management records, configuration management database (CMDB).
- Möte: Review with IT operations and service management teams.
Section 5: Performance Monitoring and Improvement (Varaktighet: 1 månad)
6.1 Monitoring and Measurement of Services (ISO 20000-1 Clause 9.1)
Task: Develop Service Performance Monitoring Procedures
- Beskrivning: Implement procedures to monitor and measure the performance of IT services, including incident resolution times, service availability, and customer satisfaction.
- Leveranser: Service performance reports, monitoring tools.
- Möte: Review performance metrics with IT and service management teams to identify areas for improvement.
6.2 Continual Improvement of the SMS (ISO 20000-1 Clause 10.1)
Task: Establish Continual Improvement Framework
- Beskrivning: Develop a continual improvement process to review and improve service delivery and ITSM processes based on performance data, audit results, and feedback.
- Leveranser: Improvement action plans, lessons learned reports.
- Möte: Continual improvement review with senior management and IT teams.
Section 6: Internal Audits and Corrective Actions (Varaktighet: 1 månad)
7.1 Develop Internal Audit Program (ISO 20000-1 Clause 9.2)
Uppgift: Skapa en plan för internrevision
- Beskrivning: Establish an internal audit program to evaluate the effectiveness of the SMS, ensuring that all processes comply with ISO 20000-1 requirements.
- Leveranser: Intern revisionsplan, checklista för revision.
- Möte: Gå igenom revisionsplanen med revisionsteamet och kvalitetschefen.
7.2 Genomföra interna revisioner
Uppgift: Utföra internrevisioner
- Beskrivning: Conduct internal audits to assess compliance with SMS processes and ISO 20000-1 requirements, identifying areas for improvement.
- Leveranser: Interna revisionsrapporter, rapporter om avvikelser.
- Möte: Granskningsmöte efter revisionen för att diskutera resultat och korrigerande åtgärder.
7.3 Implement Corrective Actions (ISO 20000-1 Clause 10.2)
Task: Develop and Implement Corrective Action Procedures
- Beskrivning: Establish a corrective action process to address non-conformities identified during audits and to prevent their recurrence.
- Leveranser: Corrective action reports, root cause analysis.
- Möte: Review corrective actions with management and process owners.
Slutlig bedömning: Certifieringsförberedelser och extern revision (Varaktighet: 1 månad)
8.1 Genomföra internrevision före certifiering
Uppgift: Utföra en internrevision före certifiering
- Beskrivning: Conduct a pre-certification audit to ensure that the SMS meets ISO 20000-1:2018 requirements and is ready for certification. Address any remaining non-conformities.
- Leveranser: Revisionsrapport före certifiering, planer för korrigerande åtgärder.
- Möte: Final review with senior management to confirm readiness for the certification audit.
8.2 Val av certifieringsorgan och extern revision
Uppgift: Välj certifieringsorgan och schemalägg certifieringsrevisionen
- Beskrivning: Research and select an accredited certification body for ISO 20000-1. Schedule the external audit and ensure the organization is fully prepared.
- Leveranser: Rapport om urval av certifieringsorgan, schema för extern revision.
- Möte: Final meeting with management and service management team to confirm readiness for certification.
Denna 8-månaders projektplan för ISO 20000-1:2018 implementation provides a structured approach to achieving certification for IT service management. It covers key areas such as service delivery, incident management, change control, supplier management, internal audits, and continual improvement, ensuring the organization meets the ISO 20000-1 standard by the end of the project.
Vad våra kunder tycker:
“Implementing ISO 20000:2018 using QSE Academy’s package saved us a significant amount of time and money. The templates were very comprehensive, and having everything laid out in a step-by-step process made it easy for our team to follow. We were able to customize the documents to fit our organization’s specific needs without needing to hire an expensive consultant. Within just a few weeks, we were fully on track for accreditation. I highly recommend this package to any organization looking to streamline the process.”
Jonathan M.
IT Service Manager
“QSE Academy’s ISO 20000:2018 package was a cost-effective solution for us. The package provided all the documents and guidance we needed to implement the standard without the need for external consultants, which saved us thousands of dollars. The one-on-one support was very helpful, and the team was responsive to all our questions. We managed to fast-track the accreditation process while avoiding unnecessary operational disruptions. Overall, it’s a great investment for any business looking to achieve ISO 20000 certification efficiently.”
Angela K.
Verksamhetschef
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