![Euro training Center Euro-training Center](https://www.euro-training.net/image/logo.png)
![ISO IEC 20000 1 2018 Internal Auditor 22 Sep Sharm El Sheikh Egypt QR Code ISO IEC 20000 1 2018 Internal Auditor 22 Sep Sharm El Sheikh Egypt QR Code](https://www.euro-training.net/qr/temp/test8d5b40b6fa5503b8dbe48c878e0e8565.png)
Quality and Operational Auditing
ISO IEC 20000 1 2018 Internal Auditor
Overview:
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.