Certified ISO 20000 Lead Auditor

This Five-day intensive course enables participants to develop the necessary expertise to audit a Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques.

During this training, the participant will acquire necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011 the certification process according ISO17021.

Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

Outline:

• Day 1Introduction to Service Management System (SMS) concepts as required by ISO 20000
•     Normative, regulatory and legal framework related to IT Service
•     Fundamental principles of IT Service
•     ISO 20000 certification process
•     IT Service Management System (SMS)
•     Detailed presentation of the clauses 4 to 10 of ISO 20000-1
• Day 2 Planning and Initiating an ISO 20000 audit
•     Fundamental audit concepts and principles
•     Audit approach based on evidence and on risk
•     Preparation of an ISO 20000 certification audit
•     SMS documentation audit
•     Conducting an opening meeting
• Day 3 Conducting an ISO 20000 audit
•     Communication during the audit
•     Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
•     Audit test plans
•     Formulation of audit findings
•     Documenting non conformities
• Day 4 Concluding and ensuring the follow-up of an ISO 20000 audit
•     Audit documentation
•     Quality review
•     Conducting a closing meeting and conclusion of an ISO 20000 audit
•     Evaluation of corrective action plans
•     ISO 20000 Surveillance audit
•     ISO 20000 internal audit management program
•     Certification Exam
•     ISO 20001 Lead Auditor EXAM

Benefits:

• •    Globally recognized Certification (ISO/IEC 20000)
• •    Decrease in number of incidents and enhancement of incident management
• •    Better-quality, increased customer satisfaction (more professional service delivery)
• •    Better comprehension of responsibilities and business targets
• •    Ability to manage and protect the organization, assets, stakeholders and management
• •    Improving organization reliability
• •    Improvement of response times with minimal disruptions to IT service
• •    Attaining financial savings by efficiently managing costs
• •    Continual improvement ensured
• •    Boosting awareness towards legislative and regulatory acquiescence
• •    Improved quality and service
• •    IT service delivery on time
• •    Less IT related incidents and vulnerabilities
• •    Increased credibility and trust
• •    Independent audit demonstrates commitment to IT compliance

Learning Objectives:

• To acquire the expertise to perform an ISO 20000 internal audit following ISO 19011guidelines.
• To acquire the expertise to perform an ISO 20000 certification audit following
• ISO 19011 guidelines and ISO 17021 specifications
• To acquire the necessary expertise to manage an SMS audit team
• To understand the operation of an ISO 20000 conformant service management system
• To know the interrelationships between ISO/IEC 20000
•     Key Take Aways:
• Audit planning
• Audit interview
• Managing an audit program
• Drafting audit reports
• Drafting non-conformity reports
• Drafting audit working documents
• Documentation review
• On-Site Audit
• Non-conformity follow-up actions
• Leading a team of auditors