Course Objectives
- To refresh/review the structure & requirements of ISO 20000-1:2011
- To enable delegates understand Key concepts in IT Service Management System (ITSMS) auditing
- To impart/enhance auditing skills
- To enable the delegates to plan, conduct & manage ISMS internal audits in accordance with the principles & guidance of ISO 19011
Course Feature
The course is highly interactive and include series of lectures with individual/syndicate exercises for better learning & experience sharing.
Who should attend ?
- IT Service Managers/Team Leads/Team members
- Personnel implementing ITSMS based on requirements of ISO 20000-1 in their organization
- Management representatives and/or departmental/functional IT service coordinators
- Consultants of IT Service Management System
- Individuals willing attend higher level courses such as ISO 20000-1 Lead Auditor Course
Course Contents
- Introduction to ISO 20000-1, History
- Overview of ISO 20000-1:2011 requirements
- ITSM Policy & its application
- ITSM documentation structure
- Incident management and problem management
- Introduction to auditing : definition, types of audits
- Internal audit planning & preparation
- Conducting internal audit & reporting non-conformities
- Corrective action & audit follow-up activities
- Auditor attributes, competence & evaluation
- Individual / Syndicate exercises
- Course summary
- Written examination
Certificate
Certificate of successful completion shall be issued to all the delegates who attend entire duration of the course & pass the written examination.
Duration
2 Days