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ISO 20000 Lead Auditor
Accredited by PECB
Mastering the Audit of IT Service Management Systems (ITSMS) based on ISO/IEC 20000
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EMAILHIGHLIGHTS
PECB accredited courseware and trainers
Experienced ISO 20000 consultants as trainers
Acquire in-depth audit knowledge of ISO 20000
Receive training and certification in 5 days
Engaging group discussions, case studies, workshops & quizzes
Avail free lifetime course revision- What is this?
Exceptional post training support- What is this?
One free exam retake- What is this?
31 CPDs from PECB- What is this?
UPCOMING SCHEDULE
Introduction
This five-day intensive course enables participants to develop the necessary expertise to perform an IT Service Management System (ITSMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process. Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.
Learning Objectives
- To understand the operations of an IT Service Management System (ITSMS) based on ISO/IEC 20000
- To acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks
- To understand an auditor’s role to: plan, lead and follow-up on a management system audit in accordance with ISO 19011
- To learn how to lead an audit and audit team
- To learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an ITSMS audit
- To acquire the competencies of an auditor to: plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO 19011
Recommended Participants
- Auditors seeking to perform and lead IT Service Management System (ITSMS) certification audits
- Managers or consultants seeking to master an IT Service Management System audit process
- Individuals responsible for maintaining conformance with ITSMS requirements
- Technical experts seeking to prepare for an IT Service Management System audit
- Expert advisors in IT Service Management
Prerequisites
A fundamental understanding of ISO/IEC 20000 and comprehensive knowledge of audit principles.
Course Format
This training is based on both theory and practice:
- Sessions of lectures illustrated with examples based on real cases
- Practical exercises based on a full case study including role playing and oral presentations
- Review exercises to assist the exam preparation
- Practice test similar to the certification exam.
Materials Provided
- Course reference manual containing copy of course slides, support documents, quizzes and answers
- Course Certificate
- Exam certificate on passing the ISO/IEC 20000 Lead Auditor examination
CPDs Assigned
This course qualifies for Thirty One (31) CPDs
- Day 1: Introduction to IT Service Management Systems (ITSMS) and ISO/IEC 20000
- Course objectives and structure
- Standard and regulatory framework
- Certification process
- Fundamental principles of service management
- Service Management System (SMS)
- Day 2: Audit principles, preparation and launching of an audit
- Fundamental audit concepts and principles
- Audit approach based on evidence and risk
- Initiating the audit
- Stage 1 audit
- Preparing the stage 2 audit (on-site audit)
- Stage 2 audit (Part 1)
- Day 3: On-site audit activities h Stage 2 audit (Part 2)
- Communication during the audit
- Audit procedures
- Creating audit test plans
- Drafting audit findings and non-conformity reports
- Day 4: On-site audit activities
- Stage 2 audit (Part 2)
- Communication during the audit
- Audit procedures
- Creating audit test plans
- Drafting audit findings and non-conformity reports
- Day 5: Certification Exam
Certification Exam
A 3-hour certification exam is scheduled on the last day of the course. The exam is paper-pen based
Prerequisite for Certification
- ISO/IEC 20000 Lead Auditor Certificate
- Adherence to the PECB code of ethics
- Total Five years professional experience
- Two years of work experience in IT Service Management
- A total of 300 hours activities
- PECB Partner: Business Beam is PECB Partner organization. We are authorized to conduct all PECB courses including ISO 20000 series.
- Learn from Practitioners: Our trainers are highly experienced consultants. They are certified ISO 20000 Lead Auditors and Lead Implementers. They have successfully delivered several ISO 20000 industry projects and training sessions.
- Premium Training Quality: Business Beam uses highly impressive PECB’s official courseware containing printed slides, support notes, exercises & workshops, case studies and quizzes.
- FREE Exam Retake: Candidate has the option of one free examination retake if he/she does not pass in the certification examination in the first attempt. What is this?
- Lifetime FREE Course Revision: Candidates can refresh their concepts by reattending a training session for free. What is this?
- FREE Post Training Support: Business Beam believes in value delivery beyond training courses. If you need help after the training course on any related topic, our trainers will be happy to guide you. What is this?
- Individual Attention: We follow international standards for maximum participants per session. Our trainers provide individual attention to all participants for an ultimate learning experience.
- Excellent Feedback: Business Beam maintains an excellent training feedback record. 92% of the overall participants rate us excellent or very good. No one has ever rated us below average.
- At your Premises: All of our training courses, including this one, are also available at your preferred location, schedule and timings. We also offer tailored courses specific to your needs.
- Impressive Clientele: Business Beam has conducted 1,000+ internationally accredited training sessions on various subjects including ISO 20000. Our participants come from several premium organizations. Some of our valued clients.
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