ISO in the Sun: ISO/IEC 20000 Service Management System (SMS) Lead Auditor

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Trainer
Martin Holzke
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Description

This five day course provides an overview to the structure of a Service Management System (SMS) based on ISO/IEC 20000-1:2018, and how to audit the same internally or in the context of certification.

Overview

This five day course enables participants to develop the necessary expertise to audit a Service Management System against ISO/IEC 20000-1:2018 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques.

During this training, the participants will acquire the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011:2018, as well as understanding the certification process ac…

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Didn't find what you were looking for? See also: Microsoft ISA, IIS & SMS, ISO/IEC 20000, Sun, CompTIA A+ / Network+ / Security+, and IT Security.

This five day course provides an overview to the structure of a Service Management System (SMS) based on ISO/IEC 20000-1:2018, and how to audit the same internally or in the context of certification.

Overview

This five day course enables participants to develop the necessary expertise to audit a Service Management System against ISO/IEC 20000-1:2018 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques.

During this training, the participants will acquire the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011:2018, as well as understanding the certification process according to ISO/IEC 17021-1:2015.

The course consists of a mix of presentation, discussion and exercises based on real-world examples.

Outline

Introduction to SMS Concepts per ISO/IEC 20000-1:2018

  • Normative, Regulatory and Legal Framework
  • Fundamental Principles of Information Security
  • ISO/IEC 20000-1:2018 Certification Process
  • Service Management System (SMS)
  • Clauses of ISO/IEC 20000-1:2018

Planning and Initiating the Audit

  • Fundamental Audit Concepts and Principles
  • Audit Approach based on Evidence and Risk
  • Preparation of an ISO/IEC 20000-1:2018 Certification Audit
  • SMS Documentation Audit
  • Conducting an Opening Meeting

Conducting the Audit

  • Communication during the Audit
  • Audit procedures: Observation, Document Review, Interview, Sampling, Technical Verification, Corroboration and Evaluation
  • Audit Test Plans
  • Formulation of Audit Findings
  • Documenting Nonconformities

Concluding and Follow-up of the Audit

  • Audit Documentation
  • Quality Review
  • Conducting a Closing Meeting and Conclusion of the Audit
  • Evaluation of Corrective Action Plans
  • Surveillance and Re-Certification Audits
  • Internal Audit Management Program

Objectives

Completion of this course will enable students to

  • Understand the principles of a SMS conforming to ISO/IEC 20000-1:2018
  • Perform ISO/IEC 20000-1:2018 internal audits
  • Execute ISO/IEC 20000-1:2018 certification audits on behalf of a certification body
  • Manage SMS audit teams

Audience

This course is aimed at students with (future) roles like

  • Internal auditors
  • SMS certification auditors
  • Project managers, consultants and service management team members participating in SMS audits
  • IT and service management practitioners moving into audit roles

Prerequisites

General understanding of common business processes.

Some past exposure to service management, management systems and / or audits helpful, but not required.

Examination and Certification

The course ends with a three hour written essay-style exam on the last day available in multiple languages.

This course is designed by PECB in Canada, who also mark the exam and issue respective certifications as per their criteria. PECB is a personnel certification body, accredited to ISO/IEC 17024:2012 by IAS. See www.pecb.com for full details.

Exam and first year certification fees are included in the course fees.

Individual as well as Integrated Management Systems addressing Risk, Information Security, Business Continuity, (IT) Services and other areas are getting ever more important for ever more organisations. As conformity with the respective ISO standards increasingly becomes a requirement to do business, management and their staff wonder how to get there.

ISO in the Sun is an ongoing series of courses on Risk, Information Security, Business Continuity, Service, Project and Integrated Management hosted by SoftQualM in the beautiful surroundings of Lanzarote in the Canary Islands, Spain. This is the ideal opportunity to combine your continuing professional education with a break in the sun, and even save compared to attending similar courses in the typical metropolitan settings. Students come from all kinds of industries and sizes of organisation, from freelance consultants and auditors to EU institutions. 

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Martin Holzke - ISO in the Sun: Continuing Professional Education in beautiful Lanzarote
Martin Holzke
ISO in the Sun: Continuing Professional Education in beautiful Lanzarote

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.