Duration
2 days
Course aim
Learn about the key differences between ISO/IEC 20000-1:2011 and ISO/IEC 20000- 1:2018 and how to audit them.
Course description
Are you an ISO/IEC 20000-1:2011 Internal or Lead Auditor who wants the expertise to audit to the revised ISO/IEC 20000-1 Service Management System (SMS) standard?
Then this course is for you.
It combines the one-day ‘ISO/IEC 20000-1:2018 transition’ course with an additional day of auditing activities. So you’ll be able to understand the differences between the standards as well as develop your ISO/IEC 20000-1:2018 auditing skills.
How will I benefit?
This course will help you:
- Understand the ISO High level structure (HLS), its impact on ISO/IEC 20000-1 and how it supports you to integrate management system standards
- Recognize the key differences in requirements and terms between ISO/IEC 20000-1:2011 and ISO/IEC 20000-1:2018
- Prepare, conduct and develop the skills for an ISO/IEC 20000-1:2018 audit
- Find out about transition timescales
What will I learn?
You will be able to:
- Explain the purpose and use of Annex SL, the HLS, and describe a generic management system
- Communicate the new HLS requirements including context, leadership, planning, support, operation, performance evaluation and improvement
- Identify the main terms and definitions in ISO/IEC 20000-1:2018, which differ from ISO/IEC 20000-1:2011
- Communicate the specific ISO/IEC 20000-1:2018 service management requirements that differ from ISO/IEC 20000-1:2011
- Recognize the development process and different perspectives that were considered in the revision
- Explain the timelines for the transition
- Plan an audit for ISO/IEC 20000-1:2018:
- Ensure that the transition to the revised ISO/IEC 20000-1 has been planned and implemented
- Prepare an audit plan that is appropriate to your organization's context
- Prepare ISO/IEC 20000-1:2018 audits:
- Demonstrate the relevant approach to collect and verify appropriate audit evidence
- Gain knowledge to ensure appropriate audit findings
- Develop your ISO/IEC 20000-1:2018 auditing skills:
- Learn to manage meetings and audit interviews effectively with top management
- Demonstrate the relevant approach to follow audit trails with top management
Who should attend?
ISO/IEC 20000-1:2011 Internal and Lead Auditors who need to transition to ISO/IEC 20000-1:2018.
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 be an ISO/IEC 20000-1:2011 SMS Internal or Lead Auditor.
Lead Auditors will be asked to provide a copy of their Lead Auditor training course certificate as evidence of their qualification.
Further information
Delegates will sit a multi-choice exam (of duration between 30 and 45 minutes, but with a maximum of 1 hour permitted, along with a 15 minute extension for special needs e.g. language) to test knowledge and understanding.
Delegates will also be continually evaluated against personal continuous assessment criteria. Both exam and continuous assessment must be satisfactorily completed to achieve an ‘attended and passed’ certificate.
If you have previously attended one of our ISO/IEC 27001:2013 Transition, ISO 9001:2015 Transition, ISO 14001:2015 Transition or High Level Structure courses, you may opt out of the morning session on day 1 which covers the high level structure.
Detailed course notes and lunch provided.
Agenda
Day 1
Time
Topic
09.00
Benefits to you, welcome and introductions
Course aim, objectives and structure
Annex SL: Appendix 2 introduction and framework
Annex SL: Appendix 2 terms and definitions
Annex SL: Appendix 2 clause by clause
ISO facts, ISO/IEC 20000-1 development process
Key perspectives and what was considered
ISO/IEC 20000-1:2018 service management structure
Key mapping and changes
Common terms and core definitions
Areas of contention during development
Key differences in clauses
ISO/IEC 20000-1 timeline and certification transition
Other important information
Reflection/course review and final questions
17.00
End of day 1
Day 2
Time
Topic
09.00
Day 2 course learning objectives and reminder of day 1 learning
Service management terms and definitions in ISO/IEC 20000-1:2018
Documented information in ISO/IEC 20000-1:2018
Case study and audit planning
Audit approach: Top management
Interviewing top management: Context, leadership and objectives
Assessing application and conformity when other parties are involved in the service lifecycle
Identifying correct evidence for plan the services and change management policy/initiation
Summary/course reflection/review and final questions
17:00
Exam (for lead auditors) and end of course
Programme scope, delivery arrangements and suitability are confirmed during enquiry.