ISO/IEC 20000 Auditor Course Live Online

Description

Curriculum ISO/IEC 20000 Auditor Course

The ISO/IEC 20000 Auditor course is designed to train individuals to conduct internal or external audits to assess an organization’s compliance with the ISO/IEC 20000-1 standard. The course focuses on the skills and knowledge required to effectively audit a service management system. Below are the key topics covered:
1️⃣ Overview of the ISO/IEC 20000 Standard:
– In-depth understanding of the ISO/IEC 20000 standard.
– The structure, key clauses, and requirements of the standard, including its objectives and intent.
2️⃣ Types of Audits:
– Explanation of the different types of audits: First-party (internal audits), Second-party (supplier audits), and Third-party (external certification audits).
– Understanding the purpose and scope of each audit type.
3️⃣ Principles of Auditing:
– Introduction to the core principles of auditing based on ISO 19011 guidelines, such as integrity, confidentiality, and impartiality.
– How to maintain objectivity and independence during the audit process.
4️⃣ The Audit Process:
– Step-by-step breakdown of the audit process: Audit Planning: How to define the scope, objectives, and criteria for the audit.
– Audit Preparation: Reviewing documentation and developing an audit plan and checklist.
– On-site Audit Activities: Interviewing personnel, observing processes, and collecting evidence.
– Audit Reporting: Documenting findings, non-conformities, and opportunities for improvement.
– Audit Follow-up: Ensuring corrective actions are taken and validated.
5️⃣ Audit Roles and Responsibilities:
– Defining the roles of the lead auditor, audit team members, and auditees.
– Responsibilities of the lead auditor in managing the audit process and ensuring the audit meets its objectives.
6️⃣ Conducting Opening and Closing Meetings:
– How to conduct professional and effective opening and closing meetings with auditees.
– Setting expectations for the audit and presenting findings in a clear and constructive manner.
7️⃣ Audit Planning and Scheduling:
– How to prepare an audit plan and schedule to cover the entire scope of the audit.
– Best practices for ensuring an efficient and effective audit without disrupting business operations.
8️⃣ Audit Checklists and Tools:
– Creating and using checklists to guide the audit process while remaining flexible to investigate unforeseen issues.
– How to use templates, tools, and checklists to ensure a thorough audit.
9️⃣ Evidence Gathering and Sampling:
– Techniques for collecting objective evidence through interviews, observations, and document review.
– How to use sampling methods to assess compliance across different processes and departments.
🔟 Identifying and Classifying Non-Conformities:
– How to identify non-conformities (major and minor) based on the standard’s requirements.
– How to distinguish between non-conformities, observations, and opportunities for improvement.
1️⃣1️⃣ Root Cause Analysis:
– Techniques for analyzing the root causes of non-conformities and ensuring corrective actions address the underlying issue.
1️⃣2️⃣ Audit Reporting and Documentation:
– Writing clear and concise audit reports that detail findings, evidence, non-conformities, and recommended corrective actions.
– How to present audit findings to management in a way that supports continual improvement.
1️⃣3️⃣ Corrective Action Follow-up:
– Ensuring that non-conformities are resolved through effective corrective actions.
– How to verify the effectiveness of corrective actions and determine whether they have been successfully implemented.
1️⃣4️⃣ Communication Skills:
– Developing effective communication skills for interacting with auditees, presenting findings, and leading discussions.
– How to maintain a respectful, non-confrontational tone during interviews and evidence gathering.
1️⃣5️⃣ Audit Case Studies and Practical Exercises:
– Real-life case studies and role-playing exercises that allow participants to practice planning, conducting, and reporting audits.
– Practical scenarios where participants simulate audits to gain hands-on experience.
1️⃣6️⃣ ISO Certification Process:
– Understanding the certification audit process, including working with certification bodies.
– How certification bodies conduct external audits and how internal auditors can prepare their organizations for this process.