Duration
5 days
Course aim
To provide you with the knowledge and skills required to perform first, second and third-party audits of service management systems against ISO/IEC 20000-1, in accordance with ISO 19011:2018 and ISO/IEC 17021-1, as applicable.
Course description
Learn the fundamental auditing principles and practices relating to ISO/IEC 20000-1 service management requirements so you can help drive continual business improvement.
By attending this five day course you’ll gain the knowledge and skills to undertake and lead a successful service management system audit. Using a step-by-step approach, you’ll be guided through the entire audit process from initiation to follow-up in accordance with ISO 19011.
Through activity-based learning, and practical auditing experience with coaching, group workshops and discussions, you’ll gain the necessary auditing skills to effectively lead audits and drive improvement.
Successful completion of this BSI certified training course, by passing the relevant examination and skills assessment, will demonstrate knowledge and basic skills to undertake and lead a management systems audit.
How will I benefit?
This course will help you:
- Identify the aims and benefits of an ISO/IEC 20000-1 audit
- Interpret ISO/IEC 20000-1 requirements for audit application
- Plan, conduct and follow-up auditing activities that add real value
- Understand the application of service-based thinking, leadership and process management
- Access the latest auditor techniques and identify appropriate use
- Build stakeholder confidence by leading audit activities in line with the latest requirements
What will I learn?
On successful completion, you’ll have the knowledge and skills to:
Knowledge
- Explain the purpose of a SMS, of SMS standards, of SMS audit, of third-party certification and the business benefits of improved service performance
- Explain the role and responsibilities of an auditor to plan, conduct, report and follow-up a SMS audit in accordance with ISO 19011 and ISO/IEC 17021-1, as applicable
Skills
Plan, conduct, report and follow up an audit of a SMS to establish conformity (or otherwise) with ISO/IEC 20000-1 and in accordance with ISO 19011, and ISO/IEC 17021-1, as applicable
Who should attend?
Anyone who needs to audit an organization’s service management system.
How will I learn?
Our high impact accelerated learning approach is proven to fast-track learning by improving knowledge retention and skill application. This course is activity-based, resulting in a deeper understanding of material and greater impact on job performance.
Prerequisites
Delegates are expected to have the following prior knowledge:
Management systems
- The core elements of a management system and the interrelationship between context of the organization, management commitment, policy, planning, operation, performance evaluation and continual improvement
Service management
- Principles and concepts of service management
- The requirements of ISO/IEC 20000-1
- The relationship between organisational objectives and the delivery of services
- Concepts of organisational governance through financial management and risk management
- Typical issues and interested parties relevant to an SMS and services, and their typical requirements
- The influence of organisational processes on service demands and the impact of changing those processes
- Variety of technologies used to deliver services
Note: This course will not cover the requirements of the standard, but the content ofthe examination on day 5 could cover these requirements.
Agenda
Day 1
- First, second and third-party audits
- Typical audit activities
- Audit objectives, scopes and criteria
- Audit resources
- Roles, responsibilities and confidentiality
- Audit methods
- Stage 1 audit
- Stage 2 audit
- Audit plan
- Work documents
- Opening meeting
- Audit evidence
- Effective communication
- Audit findings
- Audit meetings
- Closing meeting
- Audit reports
- Audit follow-up
Day 2
- Purpose and benefits of a service management system
- Terminology
- ISO/IEC 20000-1 model and Plan-Do- Check-Act
- Service Management System (SMS) processes
- Identifying legal and other requirements
- Role of the service management system auditor
- Service management system documentation
- Initiating the audit
- Document review
- Audit plan
- Work documents
- Opening meeting
- Observations
- Interviewing ‘Top Management’
Day 3
- Specimen exam: Sections 1 and 2 review
- Process audit preparation
- Auditing the SMS context of the organization and planning
- Auditing processes: Support of the SMS
- Auditing processes: Service design, build and transition
- Auditing processes: Relationship and agreement
- Auditing processes: Supply and demand
- Auditing processes: Resolution and fulfilment
- Auditing processes: Service assurance
Day 4
- Auditing processes: Service portfolio
- Audit trails
- Nonconformities
- Closing meeting
- Audit report
- Audit follow-up
- Specimen exam: Section 4
Day 5
- Hand in homework – audit report
- Final questions and revision
- Evaluation
- Introduction to the exam
- Exam
Programme scope, delivery arrangements and suitability are confirmed during enquiry.