


File Type:
Aspect Ratio: 4:3 Standard Screen
File Size: 26.6 MB
Number of Slides: 68
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. 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 ISO/IEC 20000-1 PPT training 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
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Provide background knowledge of ISO/IEC 20000
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Gain an overview of ISO/IEC 20000-1:2018 structure
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Understand the ISO/IEC 20000-1:2018 certification process
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Gather useful tips on handling the audit session
Contents
1. Overview of ISO/IEC 20000-1:2018
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About ISO
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Introduction to ISO/IEC 20000
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Changing Trends in Service Management
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What is ISO/IEC 20000-1?
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What is "Service Management"?
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Purpose of ISO/IEC 20000-1
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How Does ISO/IEC 20000-1 Work?
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Myths of ISO/IEC 20000-1
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Benefits of Implementing Service Management
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Advantages of Certification
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Development of ISO/IEC 20000-1
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Main Differences Between 2018 & 2011 Versions
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Comparison of ITIL vs. ISO/IEC 20000
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Benefits of the New ISO/IEC 20000-1:2018
2. ISO/IEC 20000-1:2018 Structure
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Annex L
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Framework of Annex L
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High-Level Structure (HLS)
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The ISO/IEC 20000-1:2018 Structure is Aligned to the Common Structure for Management System Standards
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HLS: The Same Core Elements
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The Plan-Do-Check-Act (PDCA) Process Model
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ISO/IEC 20000-1 Approach is Based on the Plan-Do-Check-Act (PDCA) Model
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PDCA and ISO/IEC 20000-1:2018 Clause Structure
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ISO/IEC 20000-1:2018 Key Clause Structure (4-10)
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Context of the Organization
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Leadership
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Planning
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Support
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Operation
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Performance Evaluation
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Improvement
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Continuous Improvement of the SMS
3. ISO/IEC 20000-1:2018 Certification
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Becoming ISO/IEC 20000-1:2018 Certified
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ISO/IEC 20000-1:2018 Certification Transition Timeline
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ISO/IEC 20000-1:2018 Certification Process
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Audit Findings
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Keys to Success
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Your Role in ISO/IEC 20000-1 Implementation
4. Handling the Audit Session
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Rights of Auditee
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Rights of Auditor
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How to Handle the Audit Session?
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Auditee’s Conduct
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Do’s and Don’ts
You may also be interested in the following Management System Standards (sold separately):