By conducting effective internal audits, you can ensure that your organization’s IT service management system continually improves and achieves its full potential. The course will guide you through the IT service management internal audit process, from planning and performing the audit to reporting the findings and taking corrective action. You will also develop your auditing skill by role-playing activities and being able to use the tool kits provided.

Individuals interested in monitoring the effectiveness of their organization’s ITSMS implementation and those who want to be ISO/IEC 20000-1:2011 internal auditors.

• Identify the principles of auditing and auditor responsibilities
• Plan an internal audit for an ISO 20000-1:2011 IT service management system
• Conduct informal opening and closing meetings
• Conduct an audit based on good process identification, sampling and questioning
• Provide verbal and written feedback
• Construct and document concise nonconformities
• Report the audit effectively

• Understand the basic of ISO/IEC 20000-1:2011
• Definitions related to the ISO/IEC 20000-1:2011 Standard.
• Interpret the clauses of the standard and learn how to audit against them
• Identify the principles of auditing and auditor responsibilities
• Plan an internal audit for an ISO 20000-1:2011 IT service management system
• Conduct informal opening and closing meetings
• Conduct an audit based on good process identification, sampling and questioning
• Provide verbal and written feedback
• Construct and document concise nonconformities
• Report the audit effectively
• Follow up on corrective actions

• Develop internal auditing expertise
• Be able to ensure that your organization’s IT service management system (ITSMS) is compliant with ISO 20000-1:2011
• Understand the ISO 20000-1:2011 Standard with respect to Implementation of each clause and means of auditing each clause, linking a question to understand the conformance to the relevant clauses and sub clauses.
• Utilizing the tool kit for audits (First Party Internal Audits and Second Party Supplier Audits)

All delegates who successfully pass the assessment over 60% will be issued with a certificate of competence. If you receive lower than 60% a certificate of attendance will be issued.

An Assessment at the end of the course will be required. A minimum of 60% is to be achieved to attain a Competence Certificate. If you achieve lower than 60% but get between 40 – 59% a second attempt will become available. If you get lower than 40% and fail the second attempt you will need to re-purchase the course. An attendance certificate is awarded to you regardless of a pass or fail.

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