Day 1

Time Topic

9:00

17:00

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

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

17:00

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

End of course

Programme scope, delivery arrangements and suitability are confirmed during enquiry.