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
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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