Want FREE Templates on Organization, Change, & Culture? Download our FREE compilation of 50+ slides. This is an exclusive promotion being run on LinkedIn.

  Please register (it's free!) or login to view the remaining preview.
If you are logged in, your referral link [?] is automatically included below.
EMBED CODE (Copy and Paste)


  1. Provides the ISO/IEC 20000-1:2018 standard for organizations to meet service requirements.
  2. Provides a tool to create awareness of your service management system that delivers value for customers, users and stakeholders.
  3. Provides guidelines and practical tips for handling an audit session.


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.


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


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
•  The ISO/IEC 20000-1:2018 Structure is Aligned to the Common Structure for MSS
•  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

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: ISO/IEC 20000-1:2018 (Service Management System) Awareness PowerPoint document

Top Flevy Author [?]

ISO/IEC 20000-1:2018 (Service Management System) Awareness

Sold by Operational Excellence Consulting (this author has 189 documents)


Add to Cart

This business document is categorized under the function(s):

It applies to All Industries

File Type: PowerPoint (pptx)

File Size: 25 MB

Number of Slides: 69 (includes cover, transition slides)

Related Topic(s): Service Management ISO 20000

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

Terms of usage (for all documents from Operational Excellence Consulting)

Initial upload date (first version): Oct 19, 2020
Most recent version published: Feb 10, 2021

Ask the Author a Question

Must be logged in Click here to log in



Since 2012, we have provided best practices to over 5,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.

Did you know?
The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.


143-slide PowerPoint deck and supporting PDF
43-slide PowerPoint deck
901-slide PowerPoint deck
Excel workbook


129-slide PowerPoint deck
34-slide PowerPoint deck and supporting PDF
Author: Ivana Nissen
32-slide PowerPoint deck and supporting PDF
Author: Ivana Nissen
54-page Word document
Author: Ivana Nissen
27-slide PowerPoint deck and supporting PDF
Author: Ivana Nissen
26-slide PowerPoint deck
Author: Ivana Nissen
45-slide PowerPoint deck and supporting PDF
Author: Ivana Nissen
37-page Word document



Become your organization's resident expert on...

Digital Transformation
Post-merger Integration (PMI)
Strategy Development
Organizational Design (OD)
Performance Management
Business Transformation
Customer-centric Design (CCD)
Organizational Culture (OC)
Interested in something else? Browse our 500+ Business Toolkits of best practices, each focused on a specific management topic.