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ISO/IEC 20000-1:2018 Service Management Awareness Training Presentation (PowerPoint PPT Deck)

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File Type: PowerPoint (PPTX)​

Aspect Ratio: Standard Screen (4:3)

File Size: 26.6 MB

Number of Slides: 68

Terms of Usage

DESCRIPTION
 

ISO/IEC 20000‑1:2018 is the international standard for IT Service Management (ITSM). It specifies requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS). The standard helps organizations deliver consistent, reliable, and high‑quality IT services that meet business and customer needs.

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This ISO/IEC 20000 Service Management Awareness Training Presentation (ISO 20000 PPT) equips employees, managers, and facilitators with essential knowledge of the requirements in ISO/IEC 20000‑1:2018. It emphasizes awareness, compliance, and practical application, making it suitable for workshops, onboarding programs, and organizational service management initiatives.

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LEARNING OBJECTIVES​​

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By the end of this training, participants will be able to:

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  1. Understand the purpose and principles of ISO/IEC 20000‑1:2018 and IT Service Management.

  2. Recognize the structure and key requirements of ISO/IEC 20000‑1:2018.

  3. Identify organizational responsibilities for service management and continual improvement.

  4. Appreciate the benefits of ISO/IEC 20000‑1:2018 in delivering consistent, high‑quality IT services.

  5. Gain awareness of how to prepare for and participate in audit sessions under the ISO/IEC 20000‑1:2018 standard.

 

​CONTENTS​
 

  1. Introduction to ISO/IEC 20000‑1:2018 – Purpose, scope, and benefits.

  2. Principles of Service Management – Customer focus, continual improvement, and value delivery.

  3. ISO/IEC 20000‑1:2018 Requirements – Context of the organization, leadership, planning, support, operation, performance evaluation, and improvement.

  4. Roles & Responsibilities – Leadership, employees, and stakeholders in ITSM.

  5. Benefits of ISO/IEC 20000‑1:2018 – Improved service quality, customer satisfaction, and organizational efficiency.

  6. Implementation Roadmap – Steps for adopting and maintaining ISO/IEC 20000‑1:2018.

  7. Handling an Audit Session – Preparing for audits, interacting with auditors, and responding effectively to findings.

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​FURTHER LEARNING RESOURCES

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  1. ISO 9001:2015 (QMS) Awareness Training

  2. ISO 14001:2015 (EMS) Awareness Training

  3. ISO 45001:2018 (OH&S) Awareness Training​​​

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