質素管理
ISO/IEC 20000 — IT Service Management System
課程類型、時長及學費
| 課程類型 | 適合對象 | 企業得益 | 時長 | 學費 |
|---|---|---|---|---|
| Foundation | 希望學習管理系統及其流程實施基礎的人士 | 透過理解 ISO 標準的核心要素，為機構建立以最佳實務為本的取向與文化 | 2 天 | HKD 4,400 |
| Lead Implementer | 負責在公司實施及管理管理系統的人員 | 由具備能力的人員帶領推行最佳實務，改善整體流程，邁向符合 ISO 標準 | 5 天 | HKD 11,200 |
| Lead Auditor | 負責在公司審核及監察管理系統的人員 | 由具備能力的人員審核流程，確保管理系統妥善實施，邁向成功合規與認證 | 5 天 | HKD 11,200 |
About the standard
ISO/IEC 20000-1 is the international standard for a service management system (SMS), setting minimum requirements for establishing, implementing, maintaining, and continually improving the policies, processes, and resources needed to manage services. Despite the common misconception that it's IT-only, the standard applies to any type of service — including finance, cloud, and business process outsourcing — and, like other ISO management system standards, shares a common structure that eases integration with ISO 9001, ISO/IEC 27001, and ISO 22301.
Levels available
- Foundation — Appropriate for entry-level professionals to become familiar with ISO/IEC 20000-1 requirements and guidelines for an SMS.
- Lead Implementer — A five-day course that builds the competencies to guide and support organizations in establishing, operating, and continually improving an SMS.
- Lead Auditor — A five-day course that builds the capabilities to audit an SMS against ISO/IEC 20000-1, ISO 19011, and ISO/IEC 17021-1.
Who should attend
IT and service delivery managers, service management practitioners, implementers, and auditors responsible for building or assessing a service management system should attend — whether in IT infrastructure or any other service-based function.
Learning objectives
- Understand the requirements of ISO/IEC 20000-1 for establishing and improving a service management system.
- Learn to align SMS processes with business objectives and reduce cost, effort, and service disruption.
- Gain the competence to plan, design, transition, and deliver services through the full service life cycle.
- Develop the ability to audit an SMS for conformity to ISO/IEC 20000-1.
Why attend
Service providers increasingly seek out professionals who can demonstrably manage and improve service delivery, and PECB's ISO/IEC 20000 certifications represent peer-recognized proof of that capability as an auditor, implementer, or other SMS role. For organizations, an effective SMS improves service performance, reduces risk, and strengthens customer and business confidence.
PECB link
https://pecb.com/en/education-and-certification-for-individuals/iso-iec-20000