ISO/IEC 20000-1, the international standard for a service management system (SMS), helps you respond to increasing service requirements and deliver value for customers. So it’s no surprise you need the relevant skills to audit an ISO/IEC 20000-1 SMS to ensure you deliver consistent and reliable services.
Our CQI and IRCA Certified ISO/IEC 20000-1 Lead Auditor course is an intensive five-day course, where you’ll discover internationally recognized best practice auditing techniques so you can plan, lead, report on and follow up auditing activities in your organization.
Using innovative accelerated learning techniques, you’ll be guided through the entire audit process from initiation to follow-up in accordance with ISO 19011. It will culminate on day five with a written exam and upon successful completion you’ll be awarded an internationally recognized auditing qualification.
This course will not only benefit you when you return to your organization, but it could also be an opportunity to advance your career with a professional qualification.
How will I benefit?
This course will help you:
- Identify the aims and benefits of an ISO/IEC 20000-1 audit
- Interpret ISO/IEC 20000-1 requirements for audit application
- Plan, conduct and follow-up auditing activities that add real value
- Understand the application of service-based thinking, leadership and process management
- Access the latest auditor techniques and identify appropriate use
- Build stakeholder confidence by leading audit activities in line with the latest requirements
Who should attend?
Anyone who needs to audit an organization’s service management system.
on day 5 could cover these requirements.
What will I learn?
On successful completion, you’ll have the knowledge and skills to:
Knowledge
- Explain the purpose of a SMS, of SMS standards, of SMS audit, of third-party certification and the business benefits of improved service performance
- Explain the role and responsibilities of an auditor to plan, conduct, report and follow-up a SMS audit in accordance with ISO 19011 and ISO/IEC 17021-1, as applicable
Skills
Plan, conduct, report and follow up an audit of a SMS to establish conformity (or otherwise) with ISO/IEC 20000-1 and in accordance with ISO 19011, and ISO/IEC 17021-1, as applicable
What is included?
- Delegate workbook
- Lunch and refreshment (Applicable for classroom only)
- You’ll sit a 2-hour exam to test your knowledge and understanding
- On completion, you'll be awarded an IRCA certified training course certificate
BSI's Lead Auditor Qualifications
This course forms part of our auditor qualification programme. Our ISO 20000 auditor qualifications will give you a BSI Mark of Trust, reassuring your customers and suppliers that your skills have been validated.
Earn this badge if you sign up below courses and pass the examination:
ISO/IEC 20000 Lead Auditor Practitioner
- ISO/IEC 20000 requirements training course
- CQI & IRCA ISO/IEC 20000 lead auditor course
ISO/IEC 20000 Lead Auditor Professional
- ISO/IEC 20000 requirements training course
- CQI & IRCA ISO/IEC 20000 lead auditor course
- Process improvement introduction
- Process improvement auditor
ISO/IEC 20000 Lead Auditor Certified Professional
- Completed Lead Auditor Professional training modules
- Practical application
I'm interested, please send me more information about the course.
Prerequisites
You are expected to have the following prior knowledge:
Management systems
- The core elements of a management system and the interrelationship between context of the organization, management commitment, policy, planning, operation, performance evaluation and continual improvement
Service management
- Principles and concepts of service management
- The requirements of ISO/IEC 20000-1
- The relationship between organisational objectives and the delivery of services
- Concepts of organisational governance through financial management and risk management
- Typical issues and interested parties relevant to an SMS and services, and their typical requirements
- The influence of organisational processes on service demands and the impact of changing those processes
- Variety of technologies used to deliver services
Note: This course will not cover the requirements of the standard, but the content of the examination
