|
Module 1 - Introduction about ISO 20000:2018 and process approach
|
|
|
|
Introduction for ISO 20000-1:2018 Awareness training course
|
Preview
|
|
|
Objective of the course - AW
|
Preview
|
|
|
Contents of the Course - AW
|
|
|
|
What is ISO?
|
|
|
|
What is ISO 20000-1:2018
|
|
|
|
Why implement ISO 20000-1
|
|
|
|
History and evolution of ITSM
|
|
|
|
Background
|
|
|
|
Application of ITIL with ISO 20000-1
|
|
|
|
Introduction of ISO 20000-1:2018
|
|
|
|
Content of ISO 20000-1:2018
|
|
|
|
Relationship with other frameworks and standards
|
|
|
|
SECTION 1 ISO 20000-1 Assessment
|
|
|
Module 2 - Service Management System Principles & HLS
|
|
|
|
Service management system principles and HLS
|
Preview
|
|
|
Service management
|
|
|
|
Service management principles
|
|
|
|
Service management - demonstrating conformity
|
|
|
|
Principles of Applicability
|
|
|
|
Principles of Applicability (cont)
|
|
|
|
Parties involved in SMS
|
|
|
|
Evaluation and selection of other parties
|
|
|
|
Control of other parties
|
|
|
|
Defining controls for measuring and evaluating other parties
|
|
|
|
Integration, interfaces and co-ordination
|
|
|
|
Framework for the scenarios
|
|
|
|
Scenario 1 – Internal delivery
|
|
|
|
Integrating with other management systems
|
|
|
|
Section 2 Quiz 2K
|
|
|
Module 3 - Context of the Organization
|
|
|
|
3.1 Terms specific to management system standard
|
|
|
|
3.2 Terms specific to service management
|
|
|
|
3.2 Terms specific to service management
|
|
|
|
4.0 Context of the Organization
|
|
|
|
4.1 Understanding the organization and its context
|
|
|
|
4.2 Understanding the needs and expectations of interested parties
|
|
|
|
4.3 Determining the scope of the Service management system
|
|
|
|
4.4 Service management system
|
|
|
|
Section 3 Assessment ISO 20000-1 AW
|
|
|
Module 4 - Leadership principles
|
|
|
|
5.0 Leadership
|
Preview
|
|
|
5.1 Leadership and commitment
|
|
|
|
5.1 Leadership and commitment
|
|
|
|
5.1 Leadership and commitment
|
|
|
|
5.2 Policy
|
|
|
|
5.2 Policy
|
|
|
|
5.3 Organizational roles, responsibilities and authorities
|
|
|
|
Section 4 Assessment - ISO 20000-1
|
|
|
Module 5 - Planning
|
|
|
|
6.0 Planning
|
|
|
|
6.1 Actions to address risks and opportunities
|
|
|
|
6.1 Actions to address risks and opportunities
|
|
|
|
6.1 Actions to address risks and opportunities
|
|
|
|
6.2 Service management objectives and planning to achieve them
|
|
|
|
6.2 Service management objectives and planning to achieve them
|
|
|
|
6.2 Service management objectives and planning to achieve them
|
|
|
|
6.2 Service management objectives and planning to achieve them
|
|
|
|
6.2 Service management objectives and planning to achieve them
|
|
|
|
6.3 Plan the service management system
|
|
|
|
6.3 Plan the service management system
|
|
|
|
Section 5 Assessment ISO 20000-1
|
|
|
Module 6 - Support of the service management system
|
|
|
|
7.0 Support
|
|
|
|
7.1 Resources
|
|
|
|
7.2 Competence
|
|
|
|
7.3 Awareness
|
|
|
|
7.4 Communication
|
|
|
|
7.4 Communication
|
|
|
|
7.5 Documented Information 7.5.1 General
|
|
|
|
7.5 Documented information 7.5.2 Creating and updating
|
|
|
|
7.5 Documented Information 7.5.3 Control of documented information
|
|
|
|
7.5 Documented Information 7.5.3 Control of documented information
|
|
|
|
7.5 documented information 7.5.4 Service management system documented information
|
|
|
|
7.5 documented information 7.5.4 Service management system documented information
|
|
|
|
7.6 Knowledge
|
|
|
|
Section 6 Assessment ISO 20000-1
|
|
|
Module 7 - Operation of the service management system
|
|
|
|
8.0 Operations of the service management
|
|
|
|
8.1 Operational planning and Control
|
|
|
|
8.2 Service portfolio 8.2.1
|
|
|
|
8.2 Service portfolio 8.2.2
|
|
|
|
8.2 Service portfolio 8.2.3
|
|
|
|
8.2 Service portfolio 8.2.3
|
|
|
|
8.2 Service portfolio 8.2.3
|
|
|
|
8.2.4 Service catalogue management
|
|
|
|
8.2.4 Service catalogue management
|
|
|
|
8.2.5 Asset management
|
|
|
|
8.2.6 Configuration management
|
|
|
|
8.2.6 Configuration management
|
|
|
|
8.3 Relationship and agreement 8.3.1
|
|
|
|
8.3 Relationship and agreement 8.3.2
|
|
|
|
8.3 Relationship and agreement 8.3.2
|
|
|
|
8.3 Relationship and agreement 8.3.3
|
|
|
|
8.3 Relationship and agreement 8.3.3
|
|
|
|
8.3 Relationship and agreement 8.3.4
|
|
|
|
8.3 Relationship and agreement 8.3.4
|
|
|
|
8.3 Relationship and agreement 8.3.4
|
|
|
|
8.4 Supply and demand 8.4.1
|
|
|
|
8.4 Supply and demand 8.4.1
|
|
|
|
8.4 Supply and demand 8.4.2
|
|
|
|
8.4 Supply and demand 8.4.3
|
|
|
|
8.5 Service design, build and transition 8.5.1
|
|
|
|
8.5 Service design, build and transition 8.5.1
|
|
|
|
8.5 Service design, build and transition 8.5.1
|
|
|
|
8.5 Service design, build and transition 8.5.1
|
|
|
|
8.5 Service design, build and transition 8.5.1
|
|
|
|
8.5 Service design, build and transition 8.5.1
|
|
|
|
8.5 Service design, build and transition 8.5.1
|
|
|
|
8.5 Service design, build and transition 8.5.2
|
|
|
|
8.5 Service design, build and transition 8.5.2
|
|
|
|
8.5 Service design, build and transition 8.5.2
|
|
|
|
8.5 Service design, build and transition 8.5.2
|
|
|
|
8.5 Service design, build and transition 8.5.3
|
|
|
|
8.5 Service design, build and transition 8.5.3
|
|
|
|
8.6 Resolution and fulfilment 8.6.1
|
|
|
|
8.6 Resolution and fulfilment 8.6.1
|
|
|
|
8.6 Resolution and fulfilment 8.6.2
|
|
|
|
8.6 Resolution and fulfilment 8.6.3
|
|
|
|
8.6 Resolution and fulfilment 8.6.3
|
|
|
|
8.6 Resolution and fulfilment 8.6.3
|
|
|
|
8.7 Service Assurance 8.7.1
|
|
|
|
8.7 Service Assurance 8.7.2
|
|
|
|
8.7 Service Assurance 8.7.2
|
|
|
|
8.7 Service Assurance 8.7.3
|
|
|
|
8.7 Service Assurance 8.7.3
|
|
|
|
8.7 Service Assurance 8.7.3
|
|
|
|
Section7 Assessment ISO 20000
|
|
|
Module 8 - Performance evaluation
|
|
|
|
9.0 Performance evaluation
|
|
|
|
9.1 Monitoring, measurement, analysis and evaluation
|
|
|
|
9.2 internal audit
|
|
|
|
9.2 internal audit
|
|
|
|
9.3 Management Review
|
|
|
|
9.3 Management review
|
|
|
|
9.4 service reporting
|
|
|
|
Section 8 Assessment ISO 20000-1
|
|
|
Module 9 - Improvement
|
|
|
|
10.0 Improvement
|
|
|
|
10.1 Nonconformity and corrective action
|
|
|
|
10.1 Nonconformity and corrective action
|
|
|
|
10.2 Continual improvement
|
|
|
|
10.2 Continual improvement
|
|
|
|
3 years audit cycle
|
|
|
|
Section 9 Assessment ISO 20000
|
|
|
Final assessment - ISO 20000:2018 Awareness Training
|
|
|
|
Final Assessment ISO 20000 Awareness Training
|
|