Cognicert ISO 20000:2018 Lead Auditor Course
Build the skills to plan audits, evaluate evidence and communicate findings.
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What you’ll work towards
Learn how to audit each and every ISO 20000:2018 requirements
Learn basic auditing skills;
Implement methods to comply with the ISO 20000:2018 requirements.
Auditing process and techniques
Auditor’s skills and techniques
To examine the requirements of ISO 20000:2018 from an Internal Auditor Perspective
Learning points are drawn from the existing course outline. Confirm the current syllabus and qualification requirements before booking.
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Professionals exploring this subject for their work or development. Share your role and goals with our team to check that the course level is right for you.
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Your course outline
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Read the existing course outline
- Learn how to audit each and every ISO 20000:2018 requirements
- Learn basic auditing skills;
- Implement methods to comply with the ISO 20000:2018 requirements.
- Auditing process and techniques
- Auditor’s skills and techniques
- To examine the requirements of ISO 20000:2018 from an Internal Auditor Perspective
- Auditing reports process, corrective action and follow-up
- Learn how to plan and conduct an internal ISO 20000:2018 audit, and how to report audit results;
- Learn how to effectively use root cause analysis as part of the ISO 20000:2018 IT Service procedure on corrective action
COURSE CONTENT
Lesson 1: Background and Development of ISO 20000:2018 Definition of ISO 20000:2018 History of IT Service Management System Major Changes in ISO 20000:2018 The IT Service Management Principles Benefits of ISO 20000:2018 Types Of Audits Why Management System Audits are needed Lesson 2: Introduction to the Requirements of the ISO 20000:2018 Standard Interpretations of Key Terms Elements of a IT Service System The ISO 20000:2018 Standard Eight Principles of IT Service Management Continual Improvement Cycle IT Service Management Process Model IT Service System Requirements The Documentation Requirements of ISO 20000:2018 Management Responsibility Resource Management Product Realization Measurement, Analysis and Improvement Lesson 3: The Process Management Approach Process Management Approach The Planning Phase Establish Process Measurements Analyze the Process Design or Redesign the Process Process Mapping Lesson 4: Introduction to Document Control Elements of Documents Process Approach to Documentation Identifying Documents and their Owners Types of Documents Master Document List Document Control Revisions and Maintenance Tips for Document Writers Lesson 5: Introduction to Management Review Making Management Review relevant to Management What will be reviewed? Establishing the Objectives Planning the Management Review Output of Management Review Lesson 6: How to Deal with External Auditors - A Basic Guide for Internal Auditors What is an External IT Service Audit? What should an Employee expect during an Audit? How should Employees interact with Auditors? Lesson 7: ISO 19011:2011 and 17021: 2018 Fundamentals of Internal Auditing Decide how to Audit Principles of Auditing Managing an Audit Programme Preparation & Planning Of Audits Preparation Of checklist Lesson 8: ISO 19011:2011 and 17021: 2018 Audit Activities Identification of Non-Conformities [N/C's]. Documenting the Audit (Audit Report) Conducting Audit Follow-Up Practical Auditing Exercise Competence and Evaluation of Auditors. Lesson 9: Creating a Corrective Action Plan Who participates? What is Root Cause Analysis? When (and when not) to use Root Cause Analysis The Root Cause Analysis Process How to construct a Root Cause Analysis Checklist Examples of how a well-run Root Cause Analysis Process works Corrective and Preventive Actions
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Cognicert ISO 20000:2018 Lead Auditor Course
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