Preview ISO 20000:2018 Awareness Training

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Module 1 - Introduction about ISO 20000:2018 and process approach

Introduction for ISO 20000-1:2018 Awareness training course

Objective of the course - AW

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

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

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

5.1 Leadership and commitment

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

6.2 Service management objectives and planning to achieve them

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

7.5 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 7.5.4 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

8.2.4 Service catalogue management

8.2.5 Asset 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 8.3.3

8.3 Relationship and agreement 8.3.4

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 8.5.2

8.5 Service design, build and transition 8.5.3

8.6 Resolution and fulfilment 8.6.1

8.6 Resolution and fulfilment 8.6.2

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 8.7.3

Section7 Assessment ISO 20000

Module 8 - Performance evaluation

9.0 Performance evaluation

9.1 Monitoring, measurement, analysis and evaluation

9.2 internal audit

9.3 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

10.2 Continual improvement

3 years audit cycle

Section 9 Assessment ISO 20000

Final assessment - ISO 20000:2018 Awareness Training

Final Assessment ISO 20000 Awareness Training

Preview - ISO 20000:2018 Awareness Training