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.

​

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 Key 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 System Standards (sold separately):

1. ISO 9001:2015 (QMS) Awareness Training

2. ISO 13485:2016 (Medical Devices - QMS) Awareness Training

3. ISO 14001:2015 (EMS) Awareness Training

4. ISO 19011:2018 Auditing Management Systems Training

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

6. ISO 20121:2012 (ESMS) Awareness Training

7. ISO 20400:2017 (Sustainable Procurement) Awareness Training

8. ISO 22000:2018 (FSMS) Awareness Training

9. ISO 22301:2019 (BCMS) Awareness Training

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

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

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

13. ISO 37001:2016 (ABMS) Awareness Training

14. ISO 37301:2021 (CMS) Awareness Training

15. ISO 41001:2018 (FM) Awareness Training

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

17. ISO 50001:2018 (EnMS) Awareness Training

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

​

​