ISO in the Sun: PECB ISO/IEC 20000 Service Management System (SMS) Lead Auditor
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ISO in the Sun: PECB ISO/IEC 20000 Service Management System (SMS) Lead Auditor
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Description
This five-day course provides an overview to the structure of a Service Management System (SMS) based on ISO/IEC 20000-1:2018, and how to audit the same internally or in the context of certification.
Overview:
This five-day course enables participants to develop the necessary expertise to audit a Service Management System against ISO/IEC 20000-1:2018 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques.
During this training, the participants will acquire the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011:2018, as well as understanding the certification process accordi…
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This five-day course provides an overview to the structure of a
Service Management System (SMS) based on ISO/IEC 20000-1:2018, and
how to audit the same internally or in the context of
certification.
Overview:
This five-day course enables participants to develop the necessary
expertise to audit a Service Management System against ISO/IEC
20000-1:2018 and to manage a team of auditors by applying widely
recognized audit principles, procedures and techniques.
During this training, the participants will acquire the necessary
knowledge and skills to proficiently plan and perform internal and
external audits in compliance with ISO 19011:2018, as well as
understanding the certification process according to ISO/IEC
17021-1:2015.
The course consists of a mix of presentation, discussion and
exercises based on real-world examples.
Outline:
Introduction to SMS Concepts per ISO/IEC 20000-1:2018
Normative, Regulatory and Legal Framework
Fundamental Principles of Information Security
ISO/IEC 20000-1:2018 Certification Process
Service Management System (SMS)
Clauses of ISO/IEC 20000-1:2018
Planning and Initiating the Audit
Fundamental Audit Concepts and Principles
Audit Approach based on Evidence and Risk
Preparation of an ISO/IEC 20000-1:2018 Certification Audit
SMS Documentation Audit
Conducting an Opening Meeting
Conducting the Audit
Communication during the Audit
Audit procedures: Observation, Document Review, Interview,
Sampling, Technical Verification, Corroboration and Evaluation
Audit Test Plans
Formulation of Audit Findings
Documenting Nonconformities
Concluding and Follow-up of the Audit
Audit Documentation
Quality Review
Conducting a Closing Meeting and Conclusion of the Audit
Evaluation of Corrective Action Plans
Surveillance and Re-Certification Audits
Internal Audit Management Program
Objectives:
Completion of this course will enable students to:
Understand the principles of a SMS conforming to ISO/IEC
20000-1:2018
Perform ISO/IEC 20000-1:2018 internal audits
Execute ISO/IEC 20000-1:2018 certification audits on behalf of a
certification body
Manage SMS audit teams
Audience:
This course is aimed at students with (future) roles like:
Internal auditors
SMS certification auditors
Project managers, consultants and service management team members
participating in SMS audits
IT and service management practitioners moving into audit roles
Prerequisites:
General understanding of common business processes.
Some past exposure to service management, management systems and /
or audits helpful, but not required.
Examination and Certification:
The course includes access to PECB's three-hour exam available in
multiple languages to be taken online on the last day or any time
after the course (own laptop required). Exam and first-year
certification fees are included in the course fees.
This course is designed by PECB in Canada, who also mark the exam
and issue respective certifications as per their criteria. PECB is
a personnel certification body, accredited to ISO/IEC 17024:2012 by
IAS. See www.pecb.com for full details.
Individual as well as Integrated Management Systems addressing Risk, Information Security, Business Continuity, (IT) Services and other areas are getting ever more important for ever more organisations. As conformity with the respective ISO standards increasingly becomes a requirement to do business, management and their staff wonder how to get there.
ISO in the Sun is an ongoing series of courses on Risk, Information Security, Business Continuity, Service, Project and Integrated Management hosted by SoftQualM in the beautiful surroundings of Lanzarote in the Canary Islands, Spain. This is the ideal opportunity to combine your continuing professional education with a break in the sun, and even save compared to attending similar courses in the typical metropolitan settings. Students come from all kinds of industries and sizes of organisation, from freelance consultants and auditors to EU institutions.
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