ISO IEC 20000 1 2018 Internal Auditor

Introduction:

This program is designed to prepare participants for the certification exam only.

This training program provides comprehensive training on auditing IT service management systems according to ISO/IEC 20000-1:2018 standard. It  empowers participants to enhance organizational efficiency and customer satisfaction through effective IT service delivery.

Program Objective:

At the end of this program, participants will be able to:

• Understand and interpret the requirements of ISO/IEC 20000-1:2018 standard.

• Plan, conduct, report, and follow up on audits effectively.

• Identify non-conformities and opportunities for improvement in IT service management systems.

• Develop and implement corrective action plans to address audit findings.

• Promote continuous improvement in IT service delivery and customer satisfaction.

• Prepare for the certification exam.

Targeted Audience:

• IT professionals involved in IT service management.

• Quality assurance and compliance managers.

• Internal auditors specializing in IT service management systems.

• IT service managers and coordinators.

• Personnel involved in implementing and auditing ISO/IEC 20000-1:2018 IT service management systems.

Program Outlines

Unit 1:

Introduction to ISO/IEC 20000-1:2018 Standard:

• Overview of ISO/IEC 20000-1:2018 standard and its significance in IT service management.

• Understanding the structure and key requirements of ISO/IEC 20000-1:2018.

• Roles and responsibilities of an internal auditor in auditing IT service management systems.

• Relationship between ISO/IEC 20000-1:2018 and other management system standards.

• Importance of effective IT service management in organizational performance and customer satisfaction.

Unit 2:

Planning and Preparation for Audits:

• Developing an audit plan based on ISO/IEC 20000-1:2018 requirements.

• Identifying audit objectives, scope, and criteria.

• Conducting risk assessments to prioritize audit activities.

• Gathering necessary documentation and resources for the audit.

• Establishing communication channels with auditees and stakeholders.

Unit 3:

Conducting the Audit:

• Techniques for conducting opening and closing meetings with auditees.

• Collecting and evaluating audit evidence to determine conformity.

• Identifying non-conformities and opportunities for improvement.

• Applying effective questioning and interviewing techniques.

• Ensuring impartiality, independence, and objectivity throughout the audit process.

Unit 4:

Reporting and Follow-up:

• Preparing clear and concise audit reports reflecting audit findings.

• Communicating audit conclusions and recommendations to relevant stakeholders.

• Developing corrective action plans for addressing non-conformities.

• Monitoring and verifying the implementation of corrective actions.

• Conducting follow-up audits to ensure sustained compliance and improvement.

Unit 5:

Leadership and Communication Skills for Internal Auditors:

• Developing effective leadership skills for internal auditors.

• Techniques for building rapport and trust with auditees.

• Building effective communication channels with auditees and stakeholders.

• Resolving conflicts and managing challenging audit situations.

• Providing constructive feedback to auditees and team members.

• Preparation for the certification exam.

Note: This program is designed to prepare participants for the certification exam only.