ISO/IEC 20000 Service Management System (SMS) Auditor/Lead Auditor

A recognized solution to these problems is to use a Service Management System (SMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet International accepted standard which are proved by many worldwide organizations. In addition, this standard ensures companies can achieve factual approach benchmarks to continuously improve their delivery of IT services.

One best way to ensure that organization has competence people for driving these excellences for provision of services. It is vital to have lead assessor/auditor who has capability for managing and controlling the Service Management System in the effective and efficient way.

This five-day lead auditor course mainly emphasizes developing people skill and ability to meeting those competencies for organization seeking delivery excellence services their
customers.

Why do I need it?

Assessing/Auditing is critical to continually monitoring and improving Service Management System. It is the primary key in helping you maintain compliance with the standard, law &
regulation and protect your business operations from the threats most likely to impact your organization. Both internal and third party audits allow experts to assess your service
delivery framework. And their findings help you identify existing weakness, maintain high quality of services and continuously looks for improvement.

How will I benefit?

Understanding the complete picture of ISO/IEC 20000-1 standard can help you manage your service business before, during and after of service delivery. A service management system allows you to identify potential risks and find solutions before delivering services, regularly maintain service performance and handling the issues in the effective way. You will also discover the integration of processes in the SMS and how they work together and produce the excellence of services to customer; more over it covers managing both customer and supplier side.

What will I learn?

This five-day course will consolidate your knowledge of ISO/IEC 20000-1 and help you to assess/audit to the standard’s requirements. You will learn to plan, conduct and report an
audit, identifying service components in business operations and how to manage and operate to meet the customer requirements and exceed customer expectation. Discover how to stay up-to-date with service management best practice and become confident managing teams of both operation staffs and auditors in your organization or during a third party audit.

How will I learn?

Quickly. We use accelerated learning techniques that encourage interaction and collaboration, keep the course varied and put your learning in context. Your tutors are the best in their field and will make sure your learning needs are met. You can choose between public or incompany courses tailored to your business – whatever delivers the most positive and successful outcome for you.

Course Description

This Lead Auditor Course provides you with the knowledge and skill to conduct and lead effective internal and external Service Management System (SMS) assessment/audits that comply with the requirements of ISO/IEC 20000-1:2011 and which are carried out in accordance with the framework of ISO 19011:2002. The course explains the principles and practices of independent managing, assessing/auditing for a Service Management System, and guides participants through the entire assess/audit process from managing an audit program to reporting on audit results. During the course, you will gain the necessary auditing skill through a balance of classroom tutorials, practical role-playing, group workshops, and open forum discussions. In addition, the course will discuss integrating ISO/IEC 20000-1:2011 controlling and assesses/audits with those for other management systems, such as ISO/IEC 27001:2005, ISO 9001:2008 and other ISO standards.

Learning Objectives

Upon completion of this course, you will be able to:

• 
  Describe the purpose of an SMS and understand the key fundamentals and processes of an SMS
• 
  Understand and apply the requirements ISO/IEC 20000 in the context of an audit
• 
  Readiness for planning and conducting an ISO/IEC 20000 assessment
• 
  Manage and control audit communication and interviews
• 
  Report and follow up on an SMS process and audit
• 
  Conduct opening, closing, and follow-up audit meetings
• 
  Integrate SMS audits with those for other management systems

Prerequisites

It is recommended that participants have basic understanding of IT service management systems and/or auditing principles around another management system standard before attending this course.

ผู้ควรเข้ารับการอบรม

ระยะเวลาในการอบรม

5 วัน   ลงทะเบียนเวลา 8.30 น.

ค่าใช้จ่าย

34,000 บาท

Attachments:

Course Flyer.pdf

[Course Flyer - 20000 IRCA]

48 Kb