Course Details
Course Duration: 2 days; Instructor-led
Audience
Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1. Internal auditors who need to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.
Prerequisites
You should have a minimum of three years’ experience conducting audits, preferably in an IT environment
Methodology
This course is highly interactive and uses diverse teaching methods (lectures, self-assessments, group discussions, activities, and videos) to accommodate different learning styles This training will also leverage on participant’s personal life and work experiences.
Course Objectives
- Understand the scope and purpose of ISO/IEC 20000 and how the various parts of it can be used during auditing and certification
- Know key terms and definitions
- Understand Service Management general principles
- Define the structure, processes, objectives and high-level requirements of ISO/IEC 20000-1
- Understand the issues regarding applicability and scope definition
- Differentiate the purposes of internal and external audits, their operation and the associated terminology.
- Comprehend the operation of the APMG Certification Scheme
- Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITILÅ, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000-1
- Advise and assist in certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
- Audit organizations to identify conformity and improvements against ISO/IEC 20000-1
By attending this training course, the student will:
- Understand ISO/IEC 20000’s history, purpose and structure, what it is and why we need it
- Be able to correlate between ISO/IEC 20000 key parts and other standards and regulatory frameworks
- Understand the certification scheme and process and the benefit of integrating multiple management systems
- Obtain a general understanding of Service Management best practice, it’s benefits and its relationship to ISO/IEC 20000
- Gain knowledge of ISO/IEC 20000-1 key concepts and requirements
- Differentiate the types of audits and audit outcomes
- Learn how to conduct an audit on the ISO/IEC 20000-1 standard as an auditor for a RCB or as an internal auditor for their own organization
- Understand how tools support certification
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.
Outlines
Module 1: Overview of ISO/IEC 20000 and Related Best Practices, Standards and Schemes
- Key documents, with their title and purpose, that comprise ISO/IEC 20000, their relationships & differences
- The purpose & use of ISO/IEC 20000-1
- Compatibility of SMS with other management system standards
- The roles involved
- Terms and definitions
- Overview of Service Management
Module 2: Service Management System General Requirements
- The objective of each of the clauses 4-7, 9 and 10
- The concept of the SMS
- The basic principles of the requirements for
- The context of the organization
- Leadership
- Planning
- Support of the SMS
- Performance evaluation
- Improvement
- The ability to audit the SMS general requirements against the requirements of IO/IEC 20000-1 and identify improvements
Module 3: Operation Of The Service Management System
- The facts, terms & concepts relating to the processes within ISO/IEC 20000-1 specifically the objective of each of the processes within the SMS
- The concepts, responsibilities, requirements and integration of each process
Module 4: Achieving ISO/IEC 20000 Certification
- Types of audits & audit outcomes
- Applicability and scope definitions
- Roles & responsibilities within the certification scheme
- Evidence and requirements
