ISO 20000:2018 Lead Auditor Training & Certification

• Understanding the organization and its context 
• Understanding the needs and expectations of interested parties 
• Determining the scope of the service management system 
• Service management system 

• Service management 
• Actions to address objectives and planning to achieve them 
• Establish objectives 
• Plan to achieve objectives 
• Plan the service management system 

• Leadership and commitment 
• Policy 
• Establishing the service management policy 
• Communicating the service management policy 
• Organizational roles, responsibilities and authorities 

• Resources 
• Competence 
• Awareness 
• Communication 
• Documented information 
• Creating and updating documented information 
• Control of documented information 
• Service management system documented information 

7.1 Operational planning and control 

  7.2 Service portfolio 

• Service delivery, Plan the services 
• Control of parties involved in the service lifecycle 
• Service catalogue management 
• Asset management, Configuration management 

  7.3 Relationship and agreement, General 

• Business relationship management 
• Service level management, Supplier management 

  7.4 Supply and demand 

• Budgeting and accounting for services 
• Demand management, Capacity management 

  7.5 Service design, build and transition 

• Change management 
• Service design and transition 
• Release and deployment management 

  7.6 Resolution and fulfillment 

• Incident management, Service request management 
• Problem management 

  7.7 Service assurance 

• Service availability management 
• Service continuity management 
• Information security management. 

• Monitoring, measurement, analysis and evaluation 
• Internal audit 
• Management review 
• Service reporting 

• Nonconformity and corrective action 
• Continual improvement