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Lead Auditor Course

COURSE OBJECTIVES
The “ISO 20000:2018  Lead Auditor” course provides comprehensive training in the ISO 20000:2018  standard and all its requirements from the auditor’s point of view, as well as basic skills necessary to complete an internal audit. It’s a practical-oriented training that should be considered “a must” for every ISO 20000:2018 auditor. This intensive course is specifically designed to train corporate staff to serve as internal ISO 20000:2018 auditors (as required by ISO 20000:2018 ). The interactive training program, complete with quizzes, will provide the necessary technical knowledge and understanding of all ISO 20000:2011  requirements to implement the requirement of the standard and  complete internal ISO 20000:2011  audit of your company. This ISO auditor training should be taken by each employee appointed as internal ISO 20000:2018  auditor to:

  • Learn how to audit each and every ISO 20000:2018 requirements
  • Learn basic auditing skills;
  • Implement methods to comply with the ISO 20000:2018 requirements.
  • Auditing process and techniques
  • Auditor’s skills and techniques
  • To examine the requirements of ISO 20000:2018 from an Internal Auditor Perspective
  • Auditing reports process, corrective action and follow-up
  • Learn how to plan and conduct an internal ISO 20000:2018 audit, and how to report audit results;
  • Learn how to effectively use root cause analysis as part of the ISO 20000:2018  IT Service procedure on corrective action

 WHO NEEDS THIS COURSE?
• Persons responsible for conducting internal and external audits according to ISO 20000:2018 requirements
• Persons involved in the IT Service management systems ISO 20000:2018

 COURSE CONTENT

 Lesson 1: Background and Development of ISO 20000:2018

Definition of ISO 20000:2018

History of IT Service Management System

Major Changes in ISO 20000:2018

The IT Service Management Principles

Benefits of ISO 20000:2018

Types Of Audits

Why Management System Audits are needed

Lesson 2: Introduction to the Requirements of the ISO 20000:2018  Standard

Interpretations of Key Terms

Elements of a IT Service System

The ISO 20000:2018  Standard

Eight Principles of IT Service Management

Continual Improvement Cycle

IT Service Management Process Model

IT Service System Requirements

The Documentation Requirements of ISO 20000:2018

Management Responsibility

Resource Management

Product Realization

Measurement, Analysis and Improvement

Lesson 3: The Process Management Approach

Process Management Approach

The Planning Phase

Establish Process Measurements

Analyze the Process

Design or Redesign the Process

Process Mapping

Lesson 4: Introduction to Document Control

Elements of Documents

Process Approach to Documentation

Identifying Documents and their Owners

Types of Documents

Master Document List

Document Control

Revisions and Maintenance

Tips for Document Writers

Lesson 5: Introduction to Management Review

Making Management Review relevant to Management

What will be reviewed?

Establishing the Objectives

Planning the Management Review

Output of Management Review

Lesson 6: How to Deal with External Auditors – A Basic Guide for Internal Auditors

What is an External IT Service Audit?

What should an Employee expect during an Audit?

How should Employees interact with Auditors?

Lesson 7: ISO 19011:2011 and 17021: 2018

Fundamentals of Internal Auditing

Decide how to Audit

Principles of Auditing

Managing an Audit Programme

Preparation & Planning Of Audits
Preparation Of checklist

Lesson 8: ISO 19011:2011 and 17021: 2018

Audit Activities

Identification of Non-Conformities [N/C’s].

Documenting the Audit (Audit Report)

Conducting Audit Follow-Up

Practical Auditing Exercise

Competence and Evaluation of Auditors.

Lesson 9: Creating a Corrective Action Plan

Who participates?

What is Root Cause Analysis?

When (and when not) to use Root Cause Analysis

The Root Cause Analysis Process

How to construct a Root Cause Analysis Checklist

Examples of how a well-run Root Cause Analysis Process works

Corrective and Preventive Actions