Duration

2 days

Course aim

To provide guidance and practical experience in planning, executing, reporting and audit follow-up of an internal audit in accordance with ISO 19011:2018, when monitoring the effectiveness and conformity of a service management system (SMS) based on ISO/IEC 20000-1:2018.

Course description

ISO/IEC 20000-1:2018 specifies requirements for an organization to establish, implement, maintain and continually improve an SMS. The requirements include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value for customers, users and the organization delivering the services.

An internal audit is an essential element of an effective SMS, and by attending this course you’ll develop the auditing skills to help improve your organization’s SMS performance.

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.

How will I benefit?

This course will help you:

Develop internal auditing expertise to add value to the internal auditing process
Support the delivery of high quality services in your organization through the operation of an effective SMS that conforms to ISO/IEC 20000-1:2018
Prepare for second and third-party audits associated with the organization’s SMS

What will I learn?

You’ll be able to:

Explain guidelines for management system auditing according to ISO 19011
Apply 19011 guidelines to auditing ISO/IEC 20000-1:2018
Integrate SMS audits with those for other management systems

You’ll have the skills to:

Apply the requirements of ISO/IEC 20000-1:2018 in the context of an audit:
Initiate an audit
Prepare audit activities
Conduct audit activities
Identify audit findings
Prepare and distribute an audit report
Complete and follow-up an audit

Who should attend?

The course is aimed at anyone involved in auditing, maintaining or supervising an SMS based on ISO/IEC 20000-1. First-party/internal auditors, those coordinating internal audit activities or personnel who are interested in monitoring the effectiveness of their organization’s service management system (SMS) will find this course of particular value. Second-party auditors will also find this course helpful as will existing internal auditors who wish to refresh their skills.

How will I learn?

Our high impact accelerated learning approach increases learning by improving knowledge retention and skill application. This course is activity-based, resulting in a deeper understanding of the material and a greater impact on job performance.

Prerequisites

You should already have a good knowledge of ISO/IEC 20000-1:2018 and the key principles of an SMS. If not, we strongly recommend you attend our ISO/IEC 20000-1:2018 Requirements course.

Course Agenda

Day 1

Time

Topic

9:00

Benefits to you, welcome and introductions

Course aim, learning objectives and course structure

Refresh of ISO/IEC 20000

Guidelines for management system auditing according to ISO 19011

What is an audit?

Application of 19011 guidelines to auditing ISO/IEC 20000-1

The auditor and other roles for ISO/IEC 20000-1
Audit programme
Audit activities

How to integrate SMS audits with those for other management systems

Integrated management system

17:00

Apply the requirements of ISO/IEC 20000-1 in the context of an audit

Initiate an audit
Prepare audit activities

Questions and a review of day 1

Day 2

Time

Topic

9:00

Welcome back and review of day 1 quiz

Apply the requirements of ISO/IEC 20000-1 in the context of an audit

Conduct audit activities
Identify audit findings
Prepare and distribute an audit report
Complete and follow-up an audit

Summary and questions