Learn the fundamental auditing principles and practices relating to ISO/IEC 20000-1 service management requirements so you can help drive continual business improvement.
By attending this five day course you’ll gain the knowledge and skills to undertake and lead a successful service management system audit. Using a step-by-step approach, you’ll be guided through the entire audit process from initiation to follow-up in accordance with ISO 19011.
Through activity-based learning, and practical auditing experience with coaching, group workshops and discussions, you’ll gain the necessary auditing skills to effectively lead audits and drive improvement.
Successful completion of this BSI certified training course, by passing the relevant examination and skills assessment, will demonstrate knowledge and basic skills to undertake and lead a management systems audit.
How will I benefit?
This course will help you:
- Identify the aims and benefits of an ISO/IEC 20000-1 audit
- Interpret ISO/IEC 20000-1 requirements for audit application
- Plan, conduct and follow-up auditing activities that add real value
- Understand the application of service-based thinking, leadership and process management
- Access the latest auditor techniques and identify appropriate use
- Build stakeholder confidence by leading audit activities in line with the latest requirements
Who should attend?
Anyone who needs to audit an organization’s service management system.
What will I learn?
On successful completion, you’ll have the knowledge and skills to:
Knowledge
- Explain the purpose of a SMS, of SMS standards, of SMS audit, of third-party certification and the business benefits of improved service performance
- Explain the role and responsibilities of an auditor to plan, conduct, report and follow-up a SMS audit in accordance with ISO 19011 and ISO/IEC 17021-1, as applicable
Skills
Plan, conduct, report and follow up an audit of a SMS to establish conformity (or otherwise) with ISO/IEC 20000-1 and in accordance with ISO 19011, and ISO/IEC 17021-1, as applicable
What is included?
- You will gain 40 CPD hours
- Training course notes
- Lunch
- Refreshments
