ISO/IEC 20000 Scope, Purpose and Use

• The Scope, Purpose and use of key document that comprise ISO/IEC 20000
• Part 1 Audit Service Management System requirement
• Part 2 Guidance on the application of service management systems
• Part 3 Guidance on scope definition and applicability of ISO 20000-1 audit
• Part 5 Exemplar implementation plan for ISO 20000-1 audit
• The Purpose and use of ISO 20000-1 audit described in the Introduction and Scope including Application of ISO/IEC 20000
• The Purpose and use of Guidance documents such as ISO 20000-2 and the use of “Shall”, “Should”, “May” and “Can” Statements
• The Principle of a service management system including the need for
• The relationships and difference between ISO 2000-1 audit and ITIL
• How ISO/IEC 20000 Relates to other standards and best practice approaches that are commonly used in an organization such as ISO 9001:2015, ISO 27001, ISO 38500 and COBIT

ISO/IEC 20000 Service Management System general Requirement

• The scope of the service management system and the parameters required for a definition of scope
• The requirements and responsibilities of management, including top management
• Governance of processes operated by other parties
• The documentation requirements including the mandatory documents and records and the role of document and knowledge management in achieving the requirement
• The requirements for resource management, including staff education, training, skills and experience
• The requirements for establishing and maintaining the SMS

ISO/IEC 20000 service Management Process requirements

• The intent and requirements for the design and transition of new or changed services

The intent and requirements of the

 service delivery processes

• The intent requirements of the relationship processes
• The intent and requirements of the resolution processes
• The intent and requirements of the control processes
• The interfaces between the design and transition of new or changed services and the control processes

Achieving ISO/IEC 20000 and continual improvement

• Applicability, scope definition and scope statements:
• The plan-do-check-act methodology and its application to service management, processes and the services
• The typical inputs and outputs to be managed
• Defining the scope of the SMS
• The requirements for planning service management and the SMS
• The requirements to implement and operate service management and provide the services
• The requirements for monitoring, measuring, reviewing and auditing
• The requirements for continual improvement

ISO/IEC 200000-1 Review, Assessment and Audit Activities

• The types of evidence required to demonstrate conformity to ISO20000-1 audit
• The types of reviews, assessments and audits required by the standard
• The techniques and approaches that can be used for conducting reviews, assessment and audits, such as audit and self-assessment checklists
• The implication of ISO17021 for audit practices
• What is involved in an external audit: