This course
enables the 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
audit principles, procedures and techniques
Audience:
à
Service Management internal auditors
à
Auditors wanting to perform and lead Service Management
System (SMS) certification audits
à
Project managers or consultants responsible for implementation
the SMS audit
process
à
Persons responsible for the information technology
service in an organization
à Members wanting to prepare for an SMS audit function
à
Acquire necessary knowledge and skills about an auditor’s
role to: plan, lead and follow-up on a management system audit in accordance
with ISO 19011.
à
Learn how to lead an audit and audit team.
à
Learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an SMS
audit.
à
Acquire the competencies of an auditor to: plan an audit,
lead an audit, draft reports, and follow-up on an audit in compliance with ` 19011.
à
Fundamental principles of service management
à
ISO 20000 certification process
à
Service Management System (SMS)
à
Detailed presentation of the clauses of ISO 20000-1
à
Fundamental audit concepts and principles
à
Audit the approach based on evidence and risk
à
Preparation of an ISO 20000 certification audit
à
SMS documentation audit
à
Conducting an opening meeting
à
Communication during the audit
à
Audit procedures: observation, document review,
interview, sampling techniques, technical verification, corroboration and
evaluation
à
Audit test plans
à
Formulation of audit findings and documenting
nonconformities
à
Audit documentation
à
Conducting a closing meeting and conclusion of an ISO 20000 audit
à
Evaluation of corrective action plans
à ISO 20000 surveillance and internal audit management program
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