The PECB ISO/IEC 20000 Lead Auditor training course equips you with the information and skills needed to perform audits of service management systems (SMS) in accordance with widely accepted audit principles, methods, and methodologies. This training session was created to emphasise the significance of an efficient SMS audit. It aims to improve your skills in organising and conducting SMS audits in accordance with ISO/IEC 17021-1 regulations, ISO 19011 guidelines, and other auditing best practices.
This course includes exercises, quizzes, and practical examples to help you learn the most significant components of SMS audits. It delves into practical aspects such as the interpretation of ISO/IEC 20000-1 requirements in the context of an audit, the application of auditing principles, audit methods, evidence collection and verification, leading an audit team, drafting nonconformity reports, and preparing the final audit report.
Fees
COURSE OUTLINES
- Training course objectives and structure
- Standard and regulatory framework
- Certification process
- Fundamental concepts of service management and the SMS
- ISO/IEC 20000-1 requirements for an SMS, clauses 4-10
- Fundamental audit concepts and principles
- The impact of trends and technology in auditing
- Evidence-based auditing
- Risk-based auditing
- Initiation of the audit process
- Stage 1 audit
- Preparing for stage 2 audit
- Stage 2 audit
- Communication during the audit
- Audit procedures
- Creating audit test plans
- Drafting audit findings and nonconformity reports
- Audit documentation and quality review
- Closing of the audit
- Evaluation of action plans by the auditor
- Beyond the initial audit
- Managing an internal audit program
- Closing of the training course
The exam complies with the PECB Examination and Certification Program (ECP) requirements. The exam covers the following competency domains:
Domain 1: Fundamental principles and concepts of a service management system
Domain 2: Service management system requirements
Domain 3: Fundamental audit concepts and principles
Domain 4: Preparing an ISO/IEC 20000 audit
Domain 5: Conducting an ISO/IEC 20000 audit
Domain 6: Closing an ISO/IEC 20000 audit
Domain 7: Managing an ISO/IEC 20000 audit program
COURSE DETAILS
- Training material containing over 450 pages of information and practical examples will be distributed
- A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
- In case of exam failure, you can retake the exam within 12 months for free
- Learning Objectives
- Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1
- Interpret the ISO/IEC 20000-1 requirements for an SMS from the perspective of an auditor
- Evaluate the SMS conformity to ISO/IEC 20000-1 requirements, in accordance with the fundamental audit concepts and principles
- Plan, conduct, and close an ISO/IEC 20000-1 audit, in accordance with ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other best practices of auditing
- Manage an ISO/IEC 20000-1 audit program