Log In
SiteHeart
 

ISO 20000 Lead Auditor

Mastering the Audit of a Service Management System (SMS) Based on ISO 20000, In Compliance With the Requirements of ISO 19011 and ISO 17021

Course Fact Sheet – ISO/IEC 20000

PECB Certified Lead Auditor

5 days course

 

This five day intensive course enables the participants to develop the necessary expertise to audit a Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011 and certification audits according to ISO 17021. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

 

 

Learning Benefits

Upon completion of the training, you will be able to:

  • To acquire the expertise of performing an ISO 20000 internal audit, following the ISO 19011 guidelines
  • To acquire the expertise of performing an ISO 20000 certification audit, following the ISO 19011 guidelines and   ISO 17021 specifications
  • To acquire the necessary expertise of performing an SMS audit  team
  • To understand the operation of an ISO 20000 conformant service management  system
  • To know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL

 

Course Structure

Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

  • Fundamental principles of service  management
  • ISO 20000 certification process
  • Service Management System (SMS)
  • Detailed presentation of the clauses of ISO 20000-1

Day 2: Planning and initiating an ISO 20000 audit

  • Fundamental audit concepts and  principles
  • Audit the approach based on evidence and risk
  • Preparation of an ISO 20000 certification  audit
  • SMS  documentation audit
  • Conducting an opening meeting 

Day 3: Conducting an ISO 20000 audit

  • Communication during the  audit
  • Audit procedures: observation, document review, interview, sampling techniques, technical verification,    corroboration and evaluation
  • Audit test plans
  • Formulation of audit findings and documenting nonconformities

Day 4: Concluding and ensuring the follow-up of an ISO 20000 audit

  • Audit  documentation
  • Conducting a closing meeting and conclusion of an ISO 20000  audit
  • Evaluation of corrective action  plans
  • ISO 20000 surveillance and internal audit management program

Day 5: Certification Exam

 

Audience

  • Internal auditors and expert advisors in Service  Management
  • Auditors wanting to perform and lead Service Management System (SMS) certification   audits
  • Project managers or consultants wanting to master the SMS audit   process
  • Individuals responsible for the information technology service conformity in an organization
  • Technical experts wanting to prepare for an SMS audit  function

 

Prerequisites

 

It is recommended that participants have some understanding of IT service management systems and/or auditing principles around another management system standard before attending this course.

 

 

Examination Information

The “Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains:

 

Domain 1: Fundamental principles and concepts in Service Management

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and illustrate the main Service Management concepts related to a Service Management System  (SMS)

 

Domain 2: Service Management System (SMS)

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and illustrate the main concepts and components of a Service Management System based on ISO 20000

 

Domain 3: Fundamental Audit Concepts and Principles

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and apply the main concepts and principles related to an SMS audit in the context of ISO 20000

 

Domain 4: Preparation of an ISO 20000 audit

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can prepare appropriately an SMS audit in the context of ISO 20000

 

Domain 5: Conduct of an ISO 20000 audit

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can conduct efficiently an SMS audit in the context of ISO 20000

 

Domain 6: Conclusion and follow-up of an ISO 20000 audit

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can conclude an SMS audit and conduct follow-up activities in the context of ISO 20000

 

Domain 7: Management of an ISO 20000 audit program

Main Objective: To ensure that the ISO 20000 Lead Auditor understands how to establish and manage an SMS audit program

  • The “PECB Certified ISO/IEC 20000 Lead Auditor” exam is available in different languages, such as English, French, Spanish and Portuguese
  • Duration: 3 hours

 

After successfully completing the exam, participants can apply for the credentials of PECB Certified ISO/IEC 20000 Provisional Auditor, PECB Certified ISO/IEC 20000 Auditor or PECB Certified ISO/IEC 20000 Lead Auditor depending on their level of experience. Those credentials are available for internal and external auditors

A certificate will be issued to participants who successfully pass the exam



  Location Start Date End Date Duration Availability Price
Dubai 2017-07-16 2017-07-20 5 days Available
$2,950.00

Dubai 2017-10-15 2017-10-19 5 days Available
$2,950.00


You are here: Home Training Services Service Management ISO 20000 Courses