Prerequisites
Entry requirements depend on the course and level. Review the course-specific requirements and prior knowledge listed below.
Content+
Background and Development of ISO 20000: 2018
Definition of ISO 20000: 2018
Major Changes in ISO 20000: 2018
Benefits of ISO 20000: 2018
Types Of Audits
Why Management System Audits are needed
Requirements of the ISO 20000: 2018 Standard
Interpretations of Key Terms
Elements of a IT Service Management System
The ISO 20000: 2018 Standard
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
The Process Management Approach
Process Management Approach
The Planning Phase
Establish Process Measurements
Analyze the Process
Design or Redesign the Process
Process Mapping
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
Principles of Auditing according to ISO 19011:2018 and ISO 17021: 2015
Fundamentals of Lead Auditing
Decide how to Audit
Managing audit programme
Reviewing application
Determining audit duration
Planning audit
Conducting opening meeting
Collecting audit evidences
Managing conflict in an audit
Reaching audit conclusion
Conducting closing meeting
Writing Audit report
Conducting audit follow
Validating corrective actions
Certification Decision
Reviewing audit report
Making certification decision
Continuous improvement
Surveillance audit
Extension of scope
Withdrawal or cancellation of certification
Recertification audit