ISO 20000-1:2018 Lead Auditor

ISO 20000-1:2018 defines requirements for establishing, implementing, maintaining and continually improving a Service Management System (SMS).

It is designed to help organizations effectively manage and deliver quality IT services to customers through a systematic and comprehensive process approach.

 

 

The Standard is generic and can be adopted by all organizations, regardless of type, size or nature of the services delivered. An ITSMS supports the management of the service lifecycle and delivers value for customers, users and the organization delivering the services, contributing to the business’ continual improvement.

 

 

Gain the knowledge and skills to audit and improve your company’s Information Technology Service Management System with our Lead Auditor ISO 20000-1 training course.

 

The course, designed by LiberoAssurance Training team aims to equip participants with the necessary information to effectively conduct ITSMS audits, in accordance with the requirements of ISO 20000-1:2018.

 

Aims & Objectives
  • Deliver the key requirements and benefits of ISO 20000-1:2018
  • Outline the steps towards effective business continuity management
  • Provide the application of risk-based thinking, frameworks and process management
  • Present the key auditing techniques to plan, conduct and follow-up actions

 

Learning Outcomes

Having successfully completed this course you will be able to:

  • Learn the importance and benefits of an ISO 20000-1:2018 ITSMS
  • Understand the key requirements, terms and definitions of ISO 20000-1:2018 and its structure
  • Grasp the application of business continuity-based thinking, leadership and process management, Plan-Do-Check-Act
  • Explain the role of an auditor to plan, conduct, report and follow up an audit in accordance with ISO 20000-1
  • Conduct effective audits in any auditing situation
  • Establish and plan the activities of an audit team
  • Communicate effectively with the auditee and audit client
  • Organise and direct audit team members
  • Prepare and complete the audit report
  • Use remote auditing methods

 

Who should attend?
  • Managers
  • Business professionals
  • Management system professionals
  • ISO Consultants

 

Prerequisite skills & knowledge: None required

 

Available in-house/distant learning? Yes

 

Created by: LiberoAssurance Continuous Professional Development Training Centre Level 1 – Accredited by Univab

 

Part A Contents: ISO 20000-1:2018 Requirements
Clauses 0-3
  • Introduction
  • Scope
  • Normative references
  • Terms and definitions
Clause 4 - Context of organization
  • Understanding the organisation and its context
  • Understanding the needs and expectations of interested parties
  • Determining the scope of the service management system
  • Service management system
Clause 5 - Leadership
  • Leadership and commitment
  • Policy
  • Roles, responsibilities and authorities
Clause 6 - Planning
  • Actions to address risks and opportunities
  • Service management objectives and planning to achieve them
  • Plan the service management system
Clause 7 - Support
  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented information
Clause 8 - Operation of the service management system
  • Operational planning and control
  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build and transition
  • Resolution and fulfilment
  • Service assurance
Clause 9 - Performance Evaluation
  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
Clause 10 - Improvement
  • Nonconformity and corrective action
  • Continual Improvement

 

Part B Contents: ISO 20000-1:2018 Lead Auditor
Audit Review
  • What is an audit?
  • Why Audit?
  • Audit Types
Audit Steps
  • Performing audit activities
  • Audit Plan
  • Developing Checklists
  • Opening Meeting
  • Conducting the Audit
  • Recording Results
  • Non-Conformities & Non-Compliances
  • Closing Meeting (s)
  • Audit Report
  • Audit follow-up
Audit Programme
  • Establishing the audit programme objectives
  • Identifying and evaluating audit programme risks and opportunities
  • Process flow for the management of an audit programme
  • Managing an audit programme
  • Audit programme Implementation
  • Monitoring audit programme
  • Improving audit programme
Accreditation & Certification
  • Accreditation & Certification Bodies
  • Certification Process
Auditor’s Performance
  • Auditor’s Quality
  • The Auditors conduct
  • Auditor’s Code Conduct
  • Auditor Characteristics
  • Auditor's personal behavior
  • Auditee’s conduct
  • Selecting the audit team members
  • Skills of audit team leaders
  • How to evaluate an Auditor
  • Maintaining and improving auditor competence
Psychological factors during an audit
  • Attitudes & relationships
  • Obstacles & communication
  • Space and Time issues
  • Body language
  • Cultural factors
  • Principles of Listening
  • Questions & questioning
Audit tips and techniques
  • Tips to trained auditor
  • Question Technique
  • Competence of the audit programme manager

 

Exam & Certification
  • Exam on ISO 20000-1:2018 ITSMS Lead Auditor
  • “ISO 20000-1:2018 ITSMS Lead Auditor” Certificate
Teaching Methods
  • Detailed seminar presentations (Available for download)
  • Terms and definitions
  • No. of slides: 217

 

Resources
  • Reading lists & Resources: Available in presentations

 

Study time allocation
  • Private study hours: 26
  • Trainer contact hours: Availability and competence of instructors upon request
  • Enrollment Duration: 90 days (starting from the date of purchase)
 
Credits
  • CPD Points: 26
  • ECTS/ECVET Points: 0.9

 

Assessment methods

Hours

% contribution to final mark

% Minimum passing grade

Exam for ISO 20000-1:2018 Information Security Service Management System Lead Auditor

1

100

60

Outcomes/Certificates

On successful completion of the course assessment, participants will be issued with a ‘Certificate of Success’

 

With the purchase you get :

   Non conformities - Real Examples
   Audit checklist
   Online examination-3 Attempts
   100% Online course
   CPD Accredited eCertificate – Global acceptance 
   Downloadable course material
  E-learning Mobile App
   Enrolment: 3 months
   Flexible schedule
   Language: English

 


220,00 € each


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