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File Type: PowerPoint (pptx); 4:3 Aspect Ratio

 

File Size: 26.6 MB

 

Number of Slides: 68

 

Terms of Usage

Training Presentation/Powerpoint:

ISO/IEC 20000-1:2018 (SMS) Awareness Training

​Description

ISO/IEC 20000-1:2018 is the latest Service Management System (SMS) international standard. This standard replaces the old ISO/IEC 20000-1:2011.
The ISO/IEC 20000-1:2018 standard focuses on the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value.


The benefits of implementing the ISO/IEC 20000 framework include lower operating costs due to greater efficiency, increased customer satisfaction due to an enhanced service experience and greater ease of operation due to a more standardized way of providing services.

 

ISO/IEC 20000-1:2018 certification demonstrates the reliability and quality of your IT services to employees, stakeholders and customers. Organizations that are currently certified to ISO/IEC 20000-1:2011 are required to transition to the 2018 version latest by Mar 31, 2022. 

This presentation can be used to brief your employees, new hires and potential auditees so as to create awareness of the ISO/IEC 20000-1:2018 standard. Alternatively, the presentation may be used to supplement your materials for the training of SMS and ITIL professionals and internal auditors.


Learning Objectives

  1. Provide background knowledge of ISO/IEC 20000

  2. Gain an overview of ISO/IEC 20000-1:2018 structure

  3. Understand the ISO/IEC 20000-1:2018 certification process

  4. Gather useful tips on handling the audit session

 


Contents​
 

1. Overview of ISO/IEC 20000-1:2018

  • About ISO

  • Introduction to ISO/IEC 20000

  • Changing Trends in Service Management

  • What is ISO/IEC 20000-1?

  • What is "Service Management"?

  • Purpose of ISO/IEC 20000-1

  • How Does ISO/IEC 20000-1 Work?

  • Myths of ISO/IEC 20000-1

  • Benefits of Implementing Service Management

  • Advantages of Certification 

  • Development of ISO/IEC 20000-1

  • Main Differences Between 2018 & 2011 Versions

  • Comparison of ITIL vs. ISO/IEC 20000

  • Benefits of the New ISO/IEC 20000-1:2018

 

2. ISO/IEC 20000-1:2018 Structure

  • Annex L

  • Framework of Annex L

  • High-Level Structure (HLS)

  • The ISO/IEC 20000-1:2018 Structure is Aligned to the Common Structure for Management System Standards

  • HLS: The Same Core Elements

  • The Plan-Do-Check-Act (PDCA) Process Model

  • ISO/IEC 20000-1 Approach is Based on the Plan-Do-Check-Act (PDCA) Model

  • PDCA and ISO/IEC 20000-1:2018 Clause Structure

  • ISO/IEC 20000-1:2018 Clause Structure (4-10)

    • Context of the Organization

    • Leadership

    • Planning

    • Support

    • Operation

    • Performance Evaluation

    • Improvement

  • Continuous Improvement of the SMS 

3. ISO/IEC 20000-1:2018 Certification

  • Becoming ISO/IEC 20000-1:2018 Certified

  • ISO/IEC 20000-1:2018 Certification Transition Timeline

  • ISO/IEC 20000-1:2018 Certification Process

  • Audit Findings

  • Keys to Success

  • Your Role in ISO/IEC 20000-1 Implementation

4. Handling the Audit Session

  • Rights of Auditee

  • Rights of Auditor

  • How to Handle the Audit Session?

  • Auditee’s Conduct

  • Do’s and Don’ts

You may also be interested in the following Management Systems Standards (sold separately):

  1. ISO 19011:2018 Auditing Management Systems Training

  2. ISO 9001:2015 (QMS) Awareness Training

  3. ISO 14001:2015 (EMS) Awareness Training

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

  5. ISO 41001:2018 (FM) Awareness Training

  6. ISO 37001:2016 (ABMS) Awareness Training

  7. ISO 50001:2018 (EnMS) Awareness Training

  8. ISO 22301:2019 (BCMS) Awareness Training

  9. ISO/IEC 27001:2013 (ISMS) Awareness Training

  10. ISO 26000:2010 (Social Responsibility) Awareness Training

  11. ISO 55001:2014 (Asset Management) Awareness Training

  12. ISO 31000:2018 (Risk Management) Awareness Training