| Module 1: Introduction about ISO 20000:2018 and process approach |
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| | Introduction to for ISO 20000-1 Internal Auditor Training |
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| | Objective of the course - Internal Auditor |
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| | Contents of the Course |
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| | What is ISO |
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| | SMS Audit training Course |
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| | What is ISO 20000-1:2018 |
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| | Why implement ISO 20000-1 |
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| | History and evolution of ITSM |
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| | Background |
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| | Application of ITIL with ISO 20000-1 |
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| | Introduction of ISO 20000-1:2018 |
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| | Content of ISO 20000-1:2018 |
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| | Relationship with other frameworks and standards |
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| | Overview of the Changes |
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| | Summary of What we learned |
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| | Section 1 ISO 20000-1 Quiz |
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| Module 2: Service Management System Principles & HLS |
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| | Service management system principles and HLS |
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| | Service management |
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| | Service management principles |
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| | Service management - demonstrating conformity |
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| | Principles of Applicability |
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| | Principles of Applicability (cont) |
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| | Parties involved in SMS |
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| | Evaluation and selection of other parties |
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| | Control of other parties |
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| | Defining controls for measuring and evaluating other parties |
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| | Integration, interfaces and co-ordination |
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| | Framework for the scenarios |
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| | Scenario 1 – Internal delivery |
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| | Scenario 2 – Simple service supply chain |
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| | Scenario 2 – Simple service supply chain (cont) |
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| | Scenario 3 – Simple service supply chain |
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| | Integrating with other management systems |
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| | Summary of What We learnt Sec -2 ISO 20000-1 |
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| | Section 2 Assessment ISO 20000-1 |
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| Module 3: Context of the Organization |
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| | 1 Scope 1.1 General |
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| | 1.0 Scope 1.2 Applicability |
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| | 3.0 Terms and definition |
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| | 3.1 Terms and definition |
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| | 3.1 Terms and definition |
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| | 3.2 Terms Specific to service management |
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| | 3.2 Terms Specific to service management |
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| | 3.2 Terms Specific to service management |
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| | 4.0 Context of the Organization |
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| | 4.1 Understanding the organization and its context |
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| | 4.1 Understanding the organization and its context |
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| | 4.2 Understanding the needs and expectations of interested parties |
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| | 4.2 Understanding the needs and expectations of interested parties |
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| | 4.3 Determining the scope of the Service management system |
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| | 4.4 Service management system |
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| | Summary - What we learned |
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| | Section 3 Assessment - ISO 20000-1 |
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| | 4.1 Understanding the organization and its context SL-2 |
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| Module 4: Leadership |
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| | 5.0 Leadership |
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| | 5.1 Leadership and commitment |
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| | 5.1 Leadership and commitment |
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| | 5.1 Leadership and commitment |
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| | 5.2 Policy |
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| | 5.2 Policy |
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| | 5.3 Organizational roles, responsibilities and authorities |
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| | Summary - What we learned in this section |
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| | Section 4 Assessment - ISO 20000-1 |
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| Module 5: Planning |
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| | 6.0 Planning |
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| | 6.1 Actions to address risks and opportunities |
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| | 6.1 Actions to address risks and opportunities |
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| | 6.1 Actions to address risks and opportunities |
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| | 6.2 Service management objectives and planning to achieve them |
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| | 6.2 Service management objectives and planning to achieve them |
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| | 6.2 Service management objectives and planning to achieve them |
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| | 6.2 Service management objectives and planning to achieve them |
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| | 6.2 Service management objectives and planning to achieve them |
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| | 6.3 Plan the service management system |
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| | 6.3 Plan the service management system |
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| | Summary of What we learnt |
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| | Section 5 Assessment ISO 20000-1 |
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| Module 6: Support of the service management system |
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| | 7.0 Planning |
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| | 7.1 Resources |
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| | 7.2 Competence |
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| | 7.3 Awareness |
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| | 7.4 Communication |
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| | 7.4 Communication |
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| | 7.5 Documented Information 7.5.1 General |
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| | 7.5 Documented Information 7.5.2 Creating and updating |
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| | 7.5 Documented Information 7.5.3 Control of documented information |
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| | 7.5 Documented Information 7.5.3 Control of documented information |
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| | 7.5 documented information 7.5.4 Service management system documented information |
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| | 7.5 documented information 7.5.4 Service management system documented information |
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| | 7.6 Knowledge |
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| | Summary of What We learnt |
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| | Section 6 assessment ISO 20000-1 |
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| Module 7: Operation of the service management system |
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| | 8.0 Operations of the service management |
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| | 8.1 Operational planning and Control |
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| | 8.2 Service portfolio 8.2.1 |
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| | 8.2 Service portfolio 8.2.2 |
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| | 8.2 Service portfolio 8.2.3 |
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| | 8.2 Service portfolio 8.2.3 |
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| | 8.2 Service portfolio 8.2.3 |
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| | 8.2.4 Service catalogue management |
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| | 8.2.4 Service catalogue management |
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| | 8.2.5 Asset management |
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| | 8.2.6 Configuration management |
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| | 8.2.6 Configuration management |
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| | 8.3 Relationship and agreement 8.3.1 |
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| | 8.3 Relationship and agreement 8.3.1 |
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| | 8.3 Relationship and agreement 8.3.2 |
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| | 8.3 Relationship and agreement 8.3.2 |
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| | 8.3 Relationship and agreement 8.3.3 |
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| | 8.3 Relationship and agreement 8.3.3 |
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| | 8.3 Relationship and agreement 8.3.4 |
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| | 8.3 Relationship and agreement 8.3.4 |
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| | 8.3 Relationship and agreement 8.3.4 |
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| | 8.4 Supply and demand 8.4.1 |
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| | 8.4 Supply and demand 8.4.1 |
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| | 8.4 Supply and demand 8.4.2 |
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| | 8.4 Supply and demand 8.4.3 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.1 |
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| | 8.5 Service design, build and transition 8.5.2 |
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| | 8.5 Service design, build and transition 8.5.2 |
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| | 8.5 Service design, build and transition 8.5.2 |
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| | 8.5 Service design, build and transition 8.5.2 |
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| | 8.5 Service design, build and transition 8.5.3 |
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| | 8.5 Service design, build and transition 8.5.3 |
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| | 8.6 Resolution and fulfilment 8.6.1 |
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| | 8.6 Resolution and fulfilment 8.6.1 |
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| | 8.6 Resolution and fulfilment 8.6.2 |
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| | 8.6 Resolution and fulfilment 8.6.3 |
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| | 8.6 Resolution and fulfilment 8.6.3 |
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| | 8.6 Resolution and fulfilment 8.6.3 |
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| | 8.7 Service Assurance 8.7.1 |
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| | 8.7 Service Assurance 8.7.2 |
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| | 8.7 Service Assurance 8.7.2 |
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| | 8.7 Service Assurance 8.7.3 |
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| | 8.7 Service Assurance 8.7.3 |
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| | 8.7 Service Assurance 8.7.3 |
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| | Summary of What we learnt |
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| | Summary of what we learnt |
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| | Summary of What We learnt |
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| | Summary of What We learnt |
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| | section 7 assessment ISO 20000 |
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| Module 8: Performance Evaluation |
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| | 9.0 Performance evaluation |
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| | 9.1 Monitoring, measurement, analysis and evaluation |
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| | 9.2 internal audit |
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| | 9.2 internal audit |
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| | 9.3 Management review |
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| | 9.3 Management review |
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| | 9.4 service reporting |
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| | Summary of What We learnt |
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| | Section 8 Assessment ISO 20000 |
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| Module 9: Improvement |
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| | 10.0 Improvement |
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| | 10.1 Nonconformity and corrective action |
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| | 10.1 Nonconformity and corrective action |
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| | 10.2 Continual improvement |
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| | 10.2 Continual improvement |
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| | 3 years audit cycle |
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| | Summary of What We learnt |
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| | Section 9 Assessment ISO 20000 |
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| Module 10: Internal Audit introduction ISO 19011:2018 |
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| | Introduction to ISO 19011- Internal audit |
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| | Audit definition |
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| | Audit Terms and Definitions |
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| | Principles of Auditing |
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| | Principles of Auditing |
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| | Audit Objectives |
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| | Internal Vs External Audits |
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| Module 11: Planning and preparation for an audit |
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| | Audit Management |
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| | Internal Audits |
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| | Planning and preparation for an audit |
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| | Planning and preparation of audit |
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| | Planning and preparation for an audit- Initiating the audit |
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| | Audit criteria Vs audit scope |
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| | Planning & Preparation of an Audit Selection of an audit team |
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| | Planning and preparation of audit - different stages in an audit cycle |
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| | Planning & Preparation of an Audit - Document review |
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| | Planning & Preparation for an Audit Preparation for on-site audit |
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| Module 12: Performing an audit |
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| | Performing an audit- Audit Management |
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| | Performance of an Audit |
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| | Performing an Audit – From collecting information to audit conclusions |
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| | Audit team - Participants |
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| | Key qualities of an auditor |
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| | Performing an Audit – Audit Approach – Attitude of Auditor |
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| | Audit approach - Communication process |
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| | Audit approach - Communication process |
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| | Audit approach - Communication process |
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| | Audit approach - Communication process |
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| | Audit approach - Communication process |
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| | Audit approach - Communication process |
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| | Audit approach - Communication process |
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| | Audit Approach – Questioning techniques |
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| | Audit Approach – Questioning techniques |
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| | Audit approach - Communication process- clarifying questions |
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| | Documentary evidence and follow up actions |
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| | Performing an Audit – How do auditors find evidence ? |
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| | Time management - Preparing a Checklist Format |
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| | Preparing a Checklist Format |
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| | Purpose of checklists |
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| | Visit the field – Move around |
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| | Performing an Audit -Observe Operational Control |
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| | Performing an Audit -Observe Operational Control |
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| | Follow Audit trials |
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| Module 13: Audit reporting and NCR writing tips |
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| | Audit Management - reporting an audit |
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| | Audit reporting |
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| | Audit reporting – Writing Non-conformity reports |
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| | Audit reporting – Writing Non-conformity reports |
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| | NCR’s and Corrective actions -Examples of Objective Evidence |
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| | Audit reporting – Writing Non-conformity reports |
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| | Audit reporting – Writing Non-conformity reports |
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| | Assignment Scenario- 1 |
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| | Audit reporting - Writing Non - Conformity reports |
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| | Assignment Scenario- 2 |
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| | NCR’s and Corrective action |
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| | Writing Non-conformity reports Do and donts |
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| | Writing Non-conformity reports- matrix |
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| | Writing Non-conformity reports- corrective action |
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| | Difficulties encountered during internal audits |
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| | Writing Non-conformity reports- auditor and auditee |
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| | A piece of counsel |
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| | THANK you |
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| Final Assessment- ISO 20000-1:2018- 45 Min |
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| | Final Assessment ISO 20000- Internal auditor training |
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