ISO 20000:2018 Internal Auditor Training

ISO 20000-1:2018 Internal Auditor Training

To provide the knowledge and skills required to perform an internal audit of part of a Service management system based on ISO 20000 and report on the effective implementation and maintenance of the management system in accordance with ISO 19011.

Instructor: Mrs Nina ugrinoska

Language: English

Validity Period: 180 days

$659 45% OFF

Course Objective

Traibcert online internal auditor training course trains you on the principles on audit in accordance with the ISO 20000:2018 and ISO 19011:2018 guideline to improve individuals' skills and knowledge towards the standards to meet the requirements and best practices in industry.

This course is designed for information technology professionals as well service sector professionals in Top Management, Service delivery Team Leader, Department heads, Technicians/Supervisor and aspirants looking for a role in Service delivery .

Ideally suited for group training in any organisation to develop the Service culture.

The course duration is 16 hrs with 40 min final assessment to get the certificate

Who can attend the Course

The course is designed to suit all who are interested to play a significant role in the Service management system of the organization and for those who are responsible for internal management system audits including Information technology professionals, department managers, supervisors, Service management representatives, engineers and administrative staff that have a focus on business improvement, performance and profitability.

Prerequisite

This course is for beginners and for group training in organisation to develop the Service management culture and no prior knowledge is needed to take the course.

A basic knowledge of the concepts of Service management and the relationship between Service management and customer satisfaction
Understand Service management terms and definitions, used by the ISO 20000 series of standards
An understanding of the requirements of ISO 20000, which may be gained during the work experience in similar field.

Course Duration

The course duration is approximately 16 hrs.

Final Assessment - 40 mins

Materials provided during the progress of the course (video lectures, all-inclusive learning articles and exploratory activities) are the essential ingredients absolutely compulsory to efficaciously achieve the certification Assessment.

Key Session

This course covers the following topics along with a 15 min exercise at the conclusion of each session

Topic	Duration
Module 1 - Introduction about ISO 20000:2018 and process approach	106 min
Module 2 - Service Management System Principles & HLS	77 min
Module 3 - Context of the Organization	69 min
Module 4 - Leadership principles	49 min
Module 5 - Planning	55 min
Module 6 - Support of the service management system	97 min
Module 7 - Operation of the service management system	150 min
Module 8 - Performance evaluation	97 min
Module 9 - Improvement	57 min
Module 10 - Internal Audit Introduction	27 min
Module 11 - Planning and preparation for and audit	24 min
Module 12 - Performing an audit	81 min
Module 13 - Audit reporting and NCR writing tips	54 min
Final assessment	40 min

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

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