Program Overview

This five-day intensive course enables participants to develop the necessary expertise to audit an IT Service management system (ITSMS) 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 the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011; the certification process 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.

Duration

5 - Day Program

Learning Objectives

At the end of this training, participants will be able to:

  • Acquire the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
  • Acquire the expertise to perform an ISO 20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
  • Acquire the necessary expertise to manage an ITSMS audit team
  • Understand the operation of an ISO 20000 conformant IT Service Management System
  • Know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2011 and ITIL
  • Understand the relationship between the IT Service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • Improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ITSMS

Target Audience

  • Internal auditors
  • Auditors wanting to perform and lead IT Service Management System (ITSMS) certification audits
  • Project managers or consultants wanting to master the IT Service Management System audit process
  • Persons responsible for the IT Service conformity in an organization
  • Members of an IT Service team
  • Expert advisors in IT
  • Technical Experts wanting to prepare for an IT service audit function

Training Course Outline

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