Summary

This five-day intensive course enables participants to develop the necessary expertise to audit an Information Technology 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 necessary  knowledge and skills  to proficiently plan and perform internal and external audits in compliance with ISO 19011 the certification process according 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.

Who should attend?

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

Learning objectives

• To acquire the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
• To acquire the expertise to perform an ISO20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
• To acquire the necessary expertise to manage an ITSMS audit team
• To understanding the operation of an ISO 20000 conformant Information Technology Service management system
• To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
• To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
• To 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

Course Agenda

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

• Normative, regulatory and legal framework related to Information Technology Service
• Fundamental principles of Information Technology Service
• ISO 20000 certification process
• Information Technology Service Management System (ITSMS)
• Detailed presentation of the clauses 4 to 10 of ISO 20000-1

Day 2: Planning and Initiating an ISO 20000 audit

• Fundamental audit concepts and principles
• Audit approach based on evidence and on risk
• Preparation of an ISO 20000 certification audit
•  ITSMS 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
• Documenting nonconformities reports

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

• Audit documentation
• Quality review
• Conducting a closing meeting and conclusion of an ISO 20000 audit
• Evaluation of corrective action plans
• ISO 20000 Surveillance audit

• ISO 20000 internal audit management program

Contact Person

Yanti – 08111798353 | [email protected]