Les participants doivent avoir des connaissances de base en gestion des services informatiques ainsi qu’une compréhension générale de la norme ISO/IEC 20000.
PECB Certified ISO/IEC 20000 Lead Auditor
Satisfaction rate
4.5
Success rate
5
Master the audit of an ISO/IEC 20000-compliant IT Service Management System
The target audience for training
ISO/IEC 20000 Lead Auditor training is designed for :
- Auditors wishing to carry out and lead SMS audits
- Managers or consultants wishing to master the SMS audit process
- Persons responsible for maintaining conformity to the requirements of ISO/IEC 20000-1 in an organisation
- Technical experts wishing to prepare organisations for an SMS audit
- Expert service management consultants
What you will learn
Training PECB ISO/IEC 20000 Lead Auditor vous permet d’acquérir les connaissances et les compétences nécessaires pour réaliser des audits de systèmes de management des services (SMS) conformément aux principes, procédures et techniques d’audit largement reconnus. Cette formation a été conçue pour refléter l’importance d’un audit SMS efficace. Elle vise à renforcer vos compétences en matière de planification et de réalisation d’audits SMS conformément aux exigences de la norme ISO/IEC 17021-1, aux recommandations de la norme ISO 19011 et aux autres meilleures pratiques d’audit.
This course also includes exercises, quizzes and practical examples to help you understand the most important aspects of SMS audits. It covers practical aspects such as interpreting the requirements of ISO/IEC 20000-1 in the context of an audit, applying audit principles, audit methods, collecting and verifying evidence, leading an audit team, writing non-conformance reports and preparing the final audit report.
Cette formation est suivie d’un examen. Si vous réussissez l’examen, vous pourrez demander la certification « PECB Certified ISO/IEC 20000 Lead Auditor ». Le certificat « PECB ISO/IEC 20000 Lead Auditor » est la preuve reconnue au plan international que vous disposez des connaissances et des compétences professionnelles requises pour réaliser l’audit d’un SMS conformément à la norme ISO/IEC 20000-1.
Training programme
- Duration: 5 days
Day 1: Introduction to SMS and the ISO/IEC 20000 family of standards
- Objectives and structure of the course
- Standards and regulatory frameworks
- Certification process
- Fundamental concepts of service management and SMS
- ISO/IEC 20000-1 requirements for an SMS, clauses 4 to 10
Day 2: Audit principles and preparation for launching an audit
- Fundamental audit concepts and principles
- Impact of trends and technology on auditing
- Evidence-based audit
- Risk-based auditing
- Initiating the audit process
- Stage 1 of the audit
Day 3: On-site audit activities
- Preparing for stage 2 of the audit
- Stage 2 of the audit
- Communication during the audit
- Audit procedures
- Creation of audit test plans
Day 4: Closing the audit
- Drafting audit findings and non-compliance reports
- Audit documentation and quality review
- Closing the audit
- Evaluation of action plans by the auditor
- After the initial audit
- Managing an internal audit programme
- Closing the course
Day 5: Certification Exam
The PECB Certified ISO 20000 Lead Auditor exam fully meets the requirements of the PECB Examination and Certification Program (ECP). It covers the following areas of competence:
- Area 1: Fundamental principles and concepts of a service management system
- Area 2: Service management system requirements
- Area 3: Fundamental audit concepts and principles
- Area 4: Preparing an ISO/IEC 20000 compliance audit
- Area 5: Performing an ISO/IEC 20000 compliance audit
- Domain 6: Completion of an ISO/IEC 20000 compliance audit
- Area 7: Managing an ISO/IEC 20000 compliance audit programme
Training objectives
At the end of this course, participants will be able to :
- Explain the basic concepts and principles of a service management system (SMS) in accordance with ISO 20000-1
- Interpreting the requirements of ISO/IEC 20000-1 for an SMS from an auditor's point of view
- Assess the conformity of the SMS with the requirements of ISO 20000-1, in accordance with the fundamental audit concepts and principles
- Plan, carry out and complete an ISO 20000-1 audit, in accordance with the requirements of ISO/IEC 17021-1, the guidelines of ISO 19011 and other best audit practices
- Managing an ISO/IEC 20000-1 audit programme
Examination guide
Download the exam guide
- Level : Fundamental
- Certification body : 0
- Certification: Yes
- Accessibility : Yes
- Duration: 5 days
Important information:
Our courses are not registered with the Répertoire National des Certifications Professionnelles (RNCP), but they do comply with the requirements of the Répertoire Spécifique (RS).