Mastering the Audit of an Information Technology Service Management System (SMS) based on ISO 20000

Introdução

On this course, the students will acquire the expertise to develop an audit program, lead audit teams and audit a Service Management System (SMS), established according to the requirements of the ISO/IEC 20000-1 International Standard.

Besides the fundamental concepts related with service management and a detailed overview clause-by-clause of the ISO/IEC 20000-1 standard and its requirements, the course leads the students through a step-by-step customized methodology to prepare and conduct internal and external audits in compliance with the ISO/IEC 20000-1 international standard. The SMS audit program and its process covered on this course is supported by the ISO 19011, ISO/IEC 17021-1 and ISO/IEC 20000-6 standards, and other international recognized audit best practices.

The audit customized methodology helps the students to transform the learned knowledge and expertise into real-world practice. Applying this knowledge, the students will be able to draft and implement their own audit program, including the design of the required tools and techniques to support the audit program and perform their internal and external audit assignments.

Based on a real-world adapted case-study organization, and supported by several approaches, templates, and other tools, including discussions and practical exercises, the students will team-up with their peers during this course and will be challenged to demonstrate their Lead Auditor skills on the audit of the SMS for this organization. This training methodology train and prepare students for successfully perform audits in conformity with the ISO/IEC 20000-1 standard in a real-world environment.

Metodologia This course is based on theorical, and practical sessions supported by a real-world adapted case-study.

The course includes hands-on practical and theorical exercises to:

better prepare the students for the real-world challenges,

to prepare and increase the likelihood of success on the certification exam, and

train and prepare professionals for leading the SMS audits and achieve/assess for ISO/IEC 20000-1 certification.

This course is available to be delivered in a Classroom and Live-Training model.

Live Training brings you the dynamic environment of the classroom, to your desk. Using your computer, you interact with the trainer and the trainees as if you were with them in the classroom.

Destinatários

- This course is intended to:

IT Service Management and/or IT Consultants or other IT/IS experts that need to perform Internal or External Audits

Internal auditors participating or leading ISO/IEC 20000-1 audits

External auditors hired by contract to perform internal audits or, requiring the needed knowledge to work with Organization Certification Bodies performing ISO/IEC 20000-1 certification audits

Managers or head of audit departments wanting to complement their knowledge on how to establish an ISO/IEC 20000-1 audit compliant program

Project managers leading or preparing to lead an ISO/IEC 20000-1 implementation program that need to understand the SMS audit requirements and want to establish an ISO/IEC 20000-1 compliant audit program

Any professional involved on the implementation or operation of an SMS based on ISO/IEC 20000-1 wanting to better understand the audit process

Anyone who wants to acquire the knowledge needed to audit an ISO/IEC 20000-1 SMS

Objectivos

At the end of this course students will be able to:

Understand the fundamental service management concepts, and the main clauses and requirements of ISO/IEC 20000-1

Get to know and understand the correlation of the ISO/IEC 20000 family standards, including ISO/IEC 20000-1, ISO/IEC 20000-2, ISO/IEC 20000-3 and related ISO and other best practices, legislation, and regulation

Understand the ISO/IEC 20000-1 certification process

Understand the fundamental audit concepts and principles based on the ISO 19011 standard

Establish, implement, maintain, and improve an internal audit program compliant with the requirements of ISO/IEC 20000-1 and supported by the most recent ISO and related audit best practices

Understand the requirements and know how to prepare and plan SMS compliant ISO/IEC 20000-1 audits

Understand the main roles, including the auditor role, competence requirements and the communication requirements to successfully perform an audit

Conduct ISO/IEC 20000-1 internal and external audits, either first-party, second-party or third-party audits

Draft and/or implement the required templates, tools, and techniques to support an audit program and an ISO/IEC 20000-1 audit

Identify and record findings, including nonconformities to establish conclusions and draft the audit report

Understand and implement the needed activities to complete an ISO/IEC 20000-1 audit, including ensuring the implementation of the required audit follow-up activities

Use the audit process to support the organization on the continuous compliance with ISO/IEC 20000-1, and on the maintenance of the ISO/IEC 20000-1 certification

Programa

Introduction to Service Management, the ISO/IEC 20000-1 standard and, related best practices

SMS and Audit concepts and principles

Preparation, planning and initiating an audit; Conducting documentation and on-site audit activities

Conducting on-site audit activities and closing the audit

Certified Service Management 20000 Lead Auditor (CSM20000LA) Exam (Part 1 & Part 2)

Exame

The “Certified Service Management 20000 Lead Auditor” exam covers the following competence domains:

Domain 1: Service management fundamentals and ISO/IEC 20000-1 requirements

Domain 2: Fundamental audit concepts and principles based on ISO 19011

Domain 3: Establish and maintain an ISO/IEC 20000-1 internal audit program

Domain 4: Prepare and plan ISO/IEC 20000-1 audit activities

Domain 5: Conduct ISO/IEC 20000-1 audit activities

Domain 6: Complete and close ISO/IEC 20000-1 audit activities

Language(s): English and Portuguese (please consult BEHAVIOUR for availability on additional languages).

Exam details: Two parts exam.

Duration: 1 hour (part 1); 3 hours (part 2).

Results: “Pass or Fail” quantitative score for part 1 and qualitative score for part 2. In the case of a failure, the result will be accompanied with the list of domains in which you had a mark lower than the passing grade. If the candidate fails either part of the exam, he is entitled to one free retake within a 1-year period from the initial exam date.

Passing score: 260/400 marks (part 1); and 700/1000 marks (part 2).

Exam type: Multiple-choice questions (part 1); Scenarios-based open questions (part 2).

Certificação

After successfully completing the certification exam, participants may apply for one of the three available credentials for this personnel certification scheme, depending on their level of experience.

Certified Service Management 20000 Associate Auditor: no previous experience required.

Certified Service Management 20000 Auditor: 2 years of experience on service management and audits

Certified Service Management 20000 Lead Auditor: 5 years of experience on service management and audits

A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential. Candidates also receive the digital badge of the certification achieved.

Informações Gerais

Formação na língua portuguesa ou inglesa.

Recursos materiais da formação online e em Inglês, com acesso online, com informação e exemplos práticos.

Metodologia prática de auditoria passo-a-passo

Certificado digital de Frequência de Formação Behaviour com 32 créditos CPD/CPE.

Exame de Certificação online, em Português e Inglês. O exame pode ser realizado até 3 meses, após a conclusão do curso.

Diploma digital de Certificação e Insígnia digital de Certificação, após sucesso no exame e conclusão do processo de candidatura. Este registo não tem qualquer custo associado.

Se o candidato não for aprovado no exame, tem o direito a uma nova tentativa gratuita dentro de um período máximo de 12 meses, a contar da data do exame inicial.

Perguntas Frequentes

Onde posso contactar o organizador se tiver questões?

More informations about program, dates and prices:https://behaviour-group.com/PT/curso-service-management-20000-lead-auditor/

Contact us: +351212103732 training@behaviour-group.com www.behaviour-group.com