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PPT: ISO/IEC 20000-1 (SMS) Awareness Training Presentation
American Express
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Aspect Ratio: 4:3 Standard Screen


File Size: 26.6 MB


Number of Slides: 68


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Training Presentation/Powerpoint:

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


ISO/IEC 20000-1:2018 is an international standard for Service Management Systems (SMS). This standard provides guidance on planning, designing, transitioning, delivering and improving services to meet service requirements and deliver value. Implementing the ISO/IEC 20000 framework can lead to lower operating costs, increased customer satisfaction and a more standardized way of providing services.

ISO/IEC 20000-1:2018 certification demonstrates the quality and reliability of IT services to stakeholders, customers and employees. This ISO/IEC 20000-1 training presentation can be used to create awareness of the standard among your employees, new hires and potential auditees. Additionally, the presentation can be used to supplement your materials for the training of SMS and ITIL professionals and internal auditors.

By the end of this training, attendees will have a solid understanding of the ISO/IEC 20000-1:2018 standard, its requirements, benefits and certification process. They will also be equipped with valuable knowledge on how to prepare for and handle the audit session to ensure a successful audit outcome.

Learning Objectives

  1. Gain background knowledge of ISO/IEC 20000 and understand the benefits of implementing the standard.

  2. Acquire an overview of the structure of ISO/IEC 20000-1:2018 and the Service Management System requirements.

  3. Understand the certification process for ISO/IEC 20000-1:2018 and the importance of maintaining certification.

  4. Learn useful tips on how to handle the audit session.



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 20400:2017 (Sustainable Procurement) Awareness Training

  7. ISO 22000:2018 (FSMS) Awareness Training

  8. ISO 22301:2019 (BCMS) Awareness Training

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

  10. ISO/IEC 27001:2022 (ISMS) Awareness Training

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

  12. ISO 37000:2021 (Governance of Organizations) 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

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