This is a partial preview of ISO/IEC 20000-1:2018 (Service Management System) Awareness (69-slide PowerPoint presentation (PPTX)). Full document is 69 slides.

Please register (it's free!) or login to view the remaining preview.

Save to List

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

$69.00

ALL FEES INCLUDED

Add to Cart

HIGHLIGHTS

Author: Operational Excellence Consulting TOP AUTHOR [?]

Immediate, digital download

File Type: 69-slide PowerPoint presentation (PPTX)

BENEFITS OF DOCUMENT

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

DOCUMENT DESCRIPTION

This product (ISO/IEC 20000-1:2018 [Service Management System] Awareness) is a 69-slide PowerPoint presentation (PPTX), which you can download immediately upon purchase.

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.

LEARNING OBJECTIVES

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

CONTENTS

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 "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Best Practices in Service Management, ISO 20000 PowerPoint Slides: ISO/IEC 20000-1:2018 (Service Management System) Awareness PowerPoint (PPTX) Presentation, Operational Excellence Consulting

ABOUT THE AUTHOR: OPERATIONAL EXCELLENCE CONSULTING

Operational Excellence Consulting is a management training and consulting firm that is dedicated to helping individuals and organizations become more effective and productive in the post-pandemic new normal. [read more]

Operational Excellence Consulting has published 196 additional documents on Flevy.

DETAILS

This business document is categorized under the function(s): Operations Governance, Risk, & Compliance

It applies to All Industries

File Type: PowerPoint (pptx)

File Size: 25 MB

Number of Slides: 69 (includes cover, transition, & marketing 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

CUSTOMER TESTIMONIALS

"I have used Flevy services for a number of years and have never, ever been disappointed. As a matter of fact, David and his team continue, time after time, to impress me with their willingness to assist and in the real sense of the word. I have concluded in fact that it is not at all just a repository of documents/resources but, in the way that David and his team manage the firm, it is like dealing with consultants always ready to assist, advise and direct you to what you really need, and they always get it right.

I am an international hospitality accomplished senior executive who has worked and lived during the past 35 years in 23 countries in 5 continents and I can humbly say that I know what customer service is, trust me.

Aside from the great and professional service that Flevy's team provide, their wide variety of material is of utmost great quality, professionally put together and most current.

Well done Flevy, keep up the great work and I look forward to continue working with you in the future and to recommend you to a variety of colleagues around the world."

– Roberto Pelliccia, Senior Executive in International Hospitality

"As a young consulting firm, requests for input from clients vary and it's sometimes impossible to provide expert solutions across a broad spectrum of requirements. That was before I discovered Flevy.com.

Through subscription to this invaluable site of a plethora of topics that are key and crucial to consulting, I have been able to exceed expectations and deliver quality advice and solutions to my clients. The quality and expertise of the authors are exemplary and gives me great confidence to use as part of my service offerings.

I highly recommend this company for any consultant wanting to apply international best practice standards in their service offerings. "

– Nishi Singh, Strategist and MD at NSP Consultants

"As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value."

– David Coloma, Consulting Area Manager at Cynertia Consulting

"As a consulting firm, we had been creating subject matter training materials for our people and found the excellent materials on Flevy, which saved us 100's of hours of re-creating what already exists on the Flevy materials we purchased."

– Michael Evans, Managing Director at Newport LLC

"[Flevy] produces some great work that has been/continues to be of immense help not only to myself, but as I seek to provide professional services to my clients, it give me a large "tool box" of resources that are critical to provide them with the quality of service and outcomes they are expecting."

– Royston Knowles, Executive with 50+ Years of Board Level Experience

"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant's toolbox."

– Michael Duff, Managing Director at Change Strategy (UK)

"Flevy is now a part of my business routine. I visit Flevy at least 3 times each month.

Flevy has become my preferred learning source, because what it provides is practical, current, and useful in this era where the business world is being rewritten.

In today's environment where there are so many challenges and there is the need to make the right decisions in a short time, with so much scattered information, we are fortunate to have Flevy. Flevy investigates, selects, and puts at our disposal the best of the best to help us be successful in our work."

– Omar Hernán Montes Parra, CEO at Quantum SFE

"I have used FlevyPro for several business applications. It is a great complement to working with expensive consultants. The quality and effectiveness of the tools are of the highest standards."

– Moritz Bernhoerster, Global Sourcing Director at Fortune 500

SELECT CUSTOMERS

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.