ISO 20000 2018 包
2024-10-28 11:05ISO 20000 2018 Package
获得你的认证 以尽可能低的成本
ISO/IEC 20000 2018 complete package
2018年版
价格: 489 $
The complete ISO/IEC 20000 2018 package is a comprehensive document package that contains everything from all the templates of procedures, processes, forms, checklists, tools, detailed guides and instructions needed to:
- Start your ISO/IEC 20000 process.
- Create your ISO/IEC 20000 documentation.
- Quickly access ISO/IEC 20000 accreditation.
- Benefit from an ISO/IEC 20000 management system that is simple and adapted to the needs of your organization.
为什么要从一个空白页开始。今天就开始你的项目，并节省高达80%的时间和金钱。
这个套餐包括与ISO顾问1小时的现场1对1在线会议、文件审查、12个月的持续电子邮件支持和定期更新服务。
具有成本效益的实施。比现场顾问便宜得多，比从头开始做需要的时间少得多
ISO/IEC 20000 2018 Version Complete Package
- 附加价值。 全部 IISO/IEC 20000 2018 要求已经发展成为一个有效的过程 这增加了 对你的实验室的业务价值 并因此提高生产力。
- 有效。 需要最小的努力 遵循必要的程序 以满足ISO/IEC的所有要求 20000.
- 简化。 在每个过程中都消除了官僚主义和过多的文书工作，使之变得简单--同时保持完全符合ISO的要求。/IEC 20000 2018.
今天就开始你的项目，并为您节省高达80%的时间和金钱。
包括的文件。
表格
👉这个软件包为你提供了以下功能。
- 全程 终生 访问
- 在笔记本电脑、台式机和移动设备上访问
结业证书
This Package Includes:
程序。
- 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
- 事件管理程序
- Problem Management Procedure
- 变更管理程序
- Release and Deployment Management Procedure
- Configuration Management Procedure
- Knowledge Management Procedure
- Asset Management Procedure
- 内部审计程序
- 管理评审程序
- 文件控制程序
- 记录控制程序
- 纠正措施程序
- 预防措施程序
记录和表格：
- 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
- Incident Log
- Problem Log
- 变更申请表
- Change Log
- Release and Deployment Plan Record
- Configuration Item (CI) Record
- Knowledge Article Record
- Asset Inventory Record
- 内部审计报告
- 管理评审会议纪要
- 文件分发清单
- 记录保留时间表
- Corrective Action Request (CAR) Form
- Preventive Action Request (PAR) Form
手册和质量政策
- IT Service Management System (ITSMS) Manual
标准作业程序
- 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
第 1 章：范围
This chapter defines the scope and applicability of ISO 20000-1:2018 for organizations aiming to establish an effective service management system (SMS).
主要要求：
- 适用性： 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.
- 以客户为中心： The SMS must ensure that IT services meet the agreed service requirements and satisfy customer expectations.
第 2 章：规范性参考资料
This chapter details the referenced documents that are necessary for understanding and applying ISO 20000-1:2018.
主要要求：
- 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.
第 3 章：术语和定义
This chapter provides definitions of key terms and concepts used in the standard to ensure a common understanding.
主要要求：
- 关键术语： Important terms like “service management,” “service request,” “service level agreement (SLA),” and “incident management” are defined to help organizations implement the SMS consistently.
第 4 章：本组织的背景
This chapter focuses on understanding the organization’s internal and external context as it relates to the service management system.
主要要求：
- 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.
主要要求：
- 领导承诺： 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.
第 6 章：规划
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.
主要要求：
- 风险与机遇管理： 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.
第 7 章：支持
This chapter outlines the resources, competence, and documentation necessary to implement, maintain, and improve the SMS.
主要要求：
- 资源 Adequate resources (personnel, technology, infrastructure) must be provided to support the SMS and ensure consistent service delivery.
- 能力和意识： 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.
- 沟通： Clear internal and external communication processes must be established to support effective service management.
- 记录信息： 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.
第 8 章：运行
This chapter addresses the operational aspects of service management, including service delivery, service level management, incident management, and service continuity.
主要要求：
- 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.
第 9 章：绩效评估
This chapter focuses on the monitoring and evaluation of the SMS and the services delivered to ensure continuous improvement.
主要要求：
- 监测和测量： 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.
- 内部审计： 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.
第 10 章：改进
The final chapter focuses on continual improvement, corrective actions, and addressing nonconformities in the service management system.
主要要求：
- 持续改进： Organizations must implement a structured approach to continually improving the SMS, focusing on enhancing service quality, customer satisfaction, and operational efficiency.
- 纠正措施： 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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该套件包括符合 ISO/IEC 45001 2018 标准所需的所有文件，这些文件完全可以通过认证审核。
所有文件都在MS Word或MS Excel中，以使它们非常容易为你的业务进行定制。你可以通过添加公司标志和颜色来定制它们，并编辑页眉和页脚以符合你喜欢的风格。
我们已经完成了文件上要求的大约90%的信息。要完成它们，你必须只填写公司的名称、负责任的各方以及贵公司特有的任何其他信息。你将在整个过程中得到指导，对需要的和可选的要素进行评论。
We presented the ISO 20000 documentation, so as to assure all its users that they have completed everything accurately and with the utmost efficiency.
所有的文件都是为了让你能够完美地遵循提议的顺序，这让你能够确保没有任何遗漏，也没有人在这个过程中丢失。
包含的评论和流程图帮助你的员工了解每个文件及其用处，这有助于你使质量管理更流畅，流程更容易遵循。
Features of the complete ISO/IEC 20000 2018 Kit
价格：489 $
– Documentation included: 58 documents for the implementation of ISO 20000 2018
- MS Office 2007格式, MS Office 2010, MS Office 2013
- 语言： 英语英语
- 文件是完全可编辑的--只需输入你企业的具体信息。
– 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.
即时交付 - 购买后可立即下载该软件包
免费咨询 - 此外，你可以提交两份完整的文件供专业人士审查。
为你的业务而生--这些模型是为中小型企业优化的。
Complete ISO/IEC 20000 2018 Package
The complete kit to implement ISO/IEC 20000
价格: 489 $
总实施时间：8 个月
ISO/IEC 20000 Implementation Project Plan
对于任何组织而言，获得 ISO 17034 认证都是一个重要的里程碑，标志着对数据保护和隐私的承诺。从最初的咨询和差距分析到最终的评估和合规认证，我们的专家顾问将指导您完成实施过程的每一步。通过我们全面的项目计划、量身定制的培训计划和专门的支持，我们可以确保贵组织高效、有效地满足 ISO 17034 的所有要求。与我们合作，提高贵组织的信誉，改进数据处理流程，赢得国际信任。让我们帮助您实现卓越的数据隐私管理。
导言：项目启动和差距分析 (持续时间： 1 个月)
入门任务
1.1 ISO 20000 Kick-off and Awareness
任务：组织启动会议
- 说明:召开启动会议，向主要利益相关者介绍 ISO 45001:2018 项目。讨论目标、范围、时间表和责任。
- 交付成果:项目计划、会议议程和会议记录。
- 会议:与高级管理层和实施团队进行初步磋商。
1.2 进行差距分析
Task: Conduct Gap Analysis Against ISO 20000:2018 Requirements
- 说明: Assess the current IT service management processes and service management system against ISO 20000-1:2018 requirements to identify gaps and areas for improvement.
- 交付成果:差距分析报告，包括已确定的不符合项。
- 会议: Review findings with management, IT teams, and service managers.
Section 1: Service Management System (SMS) Documentation and Planning (持续时间： 2 个月)
2.1 Develop SMS Documentation
Task: Define Service Management Policy and Objectives
- 说明: Establish the organization’s service management policy and measurable objectives, aligning them with ISO 20000-1:2018 requirements.
- 交付成果: Documented service management policy and objectives.
- 会议: Review and approval with senior management.
2.2 Develop SMS Documentation (Manual, Procedures, Work Instructions)
Task: Create SMS Documentation
- 说明: 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).
- 交付成果: Service management manual, procedures, work instructions.
- 会议: Review SMS documentation with the ITSM team.
Section 2: Service Delivery and Incident Management (持续时间： 2 个月)
3.1 Define Service Catalog and Service Level Agreements (SLAs) (ISO 20000-1 Clause 8.2)
Task: Develop Service Catalog and SLAs
- 说明: 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.
- 交付成果: Service catalog, SLAs.
- 会议: 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
- 说明: Develop and implement procedures for managing incidents and service requests, ensuring that issues are resolved quickly and effectively while minimizing service disruption.
- 交付成果: Incident management procedures, request handling protocols.
- 会议: Train service desk and IT teams on incident and request management processes.
Section 3: Change Management and Service Continuity (持续时间： 1 个月)
4.1 Implement Change Management Procedures (ISO 20000-1 Clause 8.5)
Task: Develop and Implement Change Management Process
- 说明: Establish a change management process to control and manage changes to IT services, ensuring that changes are implemented smoothly without negatively affecting service quality.
- 交付成果: Change management procedure, change request forms.
- 会议: 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
- 说明: 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.
- 交付成果: Service continuity plan, availability management procedures.
- 会议: Review and test continuity plan with IT staff and service teams.
Section 4: Supplier and Asset Management (持续时间： 1 个月)
5.1 Supplier Management (ISO 20000-1 Clause 8.7)
Task: Develop Supplier Management Procedures
- 说明: Establish procedures for managing third-party suppliers, ensuring they meet contractual obligations and comply with service level expectations.
- 交付成果: Supplier management procedures, supplier performance reports.
- 会议: 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
- 说明: Develop a system to track IT assets and configuration items to ensure that all components of the IT infrastructure are documented and managed effectively.
- 交付成果: Asset management records, configuration management database (CMDB).
- 会议: Review with IT operations and service management teams.
Section 5: Performance Monitoring and Improvement (持续时间： 1 个月)
6.1 Monitoring and Measurement of Services (ISO 20000-1 Clause 9.1)
Task: Develop Service Performance Monitoring Procedures
- 说明: Implement procedures to monitor and measure the performance of IT services, including incident resolution times, service availability, and customer satisfaction.
- 交付成果: Service performance reports, monitoring tools.
- 会议: 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
- 说明: Develop a continual improvement process to review and improve service delivery and ITSM processes based on performance data, audit results, and feedback.
- 交付成果: Improvement action plans, lessons learned reports.
- 会议: Continual improvement review with senior management and IT teams.
Section 6: Internal Audits and Corrective Actions (持续时间： 1 个月)
7.1 Develop Internal Audit Program (ISO 20000-1 Clause 9.2)
任务：制定内部审计计划
- 说明: Establish an internal audit program to evaluate the effectiveness of the SMS, ensuring that all processes comply with ISO 20000-1 requirements.
- 交付成果:内部审计计划、审计清单。
- 会议:与审核小组和质量经理一起审查审核计划。
7.2 进行内部审计
任务执行内部审计
- 说明: Conduct internal audits to assess compliance with SMS processes and ISO 20000-1 requirements, identifying areas for improvement.
- 交付成果:内部审计报告、不合格报告。
- 会议:审计后审查会议，讨论审计结果和纠正措施。
7.3 Implement Corrective Actions (ISO 20000-1 Clause 10.2)
Task: Develop and Implement Corrective Action Procedures
- 说明: Establish a corrective action process to address non-conformities identified during audits and to prevent their recurrence.
- 交付成果: Corrective action reports, root cause analysis.
- 会议: Review corrective actions with management and process owners.
最终评估：认证准备和外部审计 (持续时间： 1 个月)
8.1 进行认证前内部审核
任务：执行认证前内部审计
- 说明: 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.
- 交付成果:认证前审计报告、纠正行动计划。
- 会议: Final review with senior management to confirm readiness for the certification audit.
8.2 认证机构的选择和外部审核
任务：选择认证机构并安排认证审核
- 说明:研究并选择一家经认可的 ISO 45001 认证机构。安排外部审核，确保组织做好充分准备。
- 交付成果:认证机构选择报告、外部审计时间表。
- 会议: Final meeting with management and service management team to confirm readiness for certification.
这个为期 8 个月的项目计划旨在 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.
我们的客户怎么想。
“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.
运营总监
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