Description
This ISO 20000-1:2018 internal auditor course teaches you how to evaluate and improve an IT service management system (SMS). You learn the rules of the standard and how to run internal checks based on ISO 19011 audit guidelines. You’ll learn how to assess and report on the conformity and effectiveness of an SMS based on ISO/IEC 20000-1:2018. You’ll also gain the skills to initiate an audit, prepare and conduct audit activities, compile and distribute audit reports and complete follow-up activities.
Course Objectives
- Identify the principles of auditing and auditor responsibilities
- Plan an internal audit for an ISO 20000-1:2018 IT service management system
- Conduct informal opening and closing meetings
- Conduct an audit based on good process identification, sampling and questioning
- Provide verbal and written feedback
- Construct and document concise nonconformities
- Report the audit effectively
The benefits
- Improve your organisations services
- Be able to ensure that your organisation’s
IT service management system (ITSMS) is compliant with ISO 20000-1:2018
- Understand the ISO 20000-1:2018 Standard with respect to implementation of each clause and means of auditing each clause, linking a question to understand the conformance to the relevant clauses and sub clauses.
- Utilising the tool kit for audits (First-Party Internal Audits and Second-Party Supplier Audits)
- Introduce you to simple ways of
implementing an effective Service Management System
- Ability to emphasize reliable and
high-quality service management
- Measurable effectiveness and continual
improvement in your organisation
- The ability to demonstrate good practice to your organisation’s constituencies
- Assist your organisation to create a benchmark derivable services and performance
Modules
- Understand
the basic of ISO/IEC 20000-1:2018
- Definitions
related to the ISO/IEC 20000-1:2018 Standard.
- Interpret
the clauses of the standard and learn how to audit against them
- Identify
the principles of auditing and auditor responsibilities
- Plan
an internal audit for an ISO 20000-1:2018 IT service management system as per
the ISO 19011:2018 Auditing Guideline Standard
- Conduct
informal opening and closing meetings
- Conduct
an audit based on good process identification, sampling and questioning
- Provide
verbal and written feedback
- Construct
and document concise nonconformities
- Report
the audit effectively
- Follow
up on corrective actions
- Receive homework (If Applicable)
- Final Questions/Review
- Exam/Assessment
Certification
Delegates will receive a Certificate of:
- Attendance, or
- Competency
Assessment
There will be an assessment at the end of the course.
- Delegates have to complete the assessment with a minimum score of 60% to receive a Certificate of Competence.
- Delegates who score between 50% and 59% will get a second attempt at the assessment.
- If you fail the second attempt, will need to repurchase the course
- Delegates will receive a Certificate of Attendance regardless of a pass or fail.