Certified ISO 20000 Lead Auditor-Two Page

CERTIFIED ISO 20000 LEAD AUDITOR

www.pecb.org/accreditation

ANSI Accredited Program PERSONNEL CERTIFICATION #1003

MASTERING THE AUDIT OF A SERVICE MANAGEMENT SYSTEM (SMS) BASED ON ISO 20000, IN COMPLIANCE WITH THE REQUIREMENTS OF ISO 19011 AND ISO 17021
SUMMARY
This five day intensive course enables the participants to develop the necessary expertise to audit a Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011 and certification audits according to ISO 17021. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.
WHO SHOULD ATTEND?

Internal auditors and expert advisors in IT service management Auditors wanting to perform and lead Service Management System (SMS) certification audits Project managers or consultants wanting to master the SMS audit process Persons responsible for the Information Technology Service conformity in an organization Technical experts wanting to prepare for a SMS audit function
COURSE AGENDA
DAY 1 Introduction to Service Management System (SMS) concepts as required by ISO 20000
Fundamental principles of Information Technology Service ISO 20000 certification process Service Management System (SMS) Detailed presentation of the clauses of ISO 20000-1
DURATION: 5 DAYS DAY 2 Planning and initiating an ISO 20000 audit

Fundamental audit concepts and principles Audit the approach based on evidence and risk Preparation of an ISO 20000 certification audit SMS documentation audit Conducting an opening meeting
DAY 3 Conducting an ISO 20000 audit

Communication during the audit Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation Audit test plans Formulation of the audit findings and documentation nonconformities
DAY 4 Concluding and ensuring the follow-up of an ISO 20000 audit

Audit documentation Conducting a closing meeting and conclusion of an ISO 20000 audit Evaluation of corrective action plans ISO 20000 surveillance and internal audit management program
DAY 5
Certification Exam
PECBs 3 Hour Certified ISO 20000 Lead Auditor Exam is available in different languages. The candidates who do not pass the exam will be able to retake it for free within 12 months from the initial exam date.
www.pecb.org
EXAMINATION
The Certified ISO/IEC 20000 Lead Auditor exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains: Domain 1: Fundamental principles and concepts of Service Management Domain 2: Service Management System (SMS) Domain 3: Fundamental audit concepts and principles Domain 4: Preparation of an ISO 20000-1 audit Domain 5: Conducting of an ISO 20000-1 audit Domain 6: Closing an ISO 20000-1 audit Domain 7: Managing an ISO 20000-1 audit program
For more information about the exam, please visit: www.pecb.org
CERTIFICATION
After successfully completing the exam, the participants can apply for the credentials of Certified ISO/IEC 20000 Provisional Auditor, Certified ISO/IEC 20000 Auditor or Certified ISO/IEC 20000 Lead Auditor, depending on their level of experience. Those credentials are available for internal and external auditors A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential: Credential ISO 20000 Provisional Auditor ISO 20000 Auditor ISO 20000 Lead Auditor Exam ISO 20000 Lead Auditor Exam ISO 20000 Lead Auditor Exam ISO 20000 Lead Auditor Exam Professional Experience None Two years One year of SMS work experience Five years Two years of SMS work experience SMS Audit Experience None Audit activities totaling 200 hours Audit activities totaling 300 hours SMS Project Experience None Other Requirements Signing the PECB code of ethics Signing the PECB code of ethics Signing the PECB code of ethics
None
None
GENERAL INFORMATION
Certification fees are included in the exam price Participant manual contains over 450 pages of information and practical examples A participation certificate of 31 CPD (Continuing Professional Development) will be issued to participants
For additional information, please contact us at [email protected] www.pecb.org
www.pecb.org/accreditation
ANSI Accredited Program PERSONNEL CERTIFICATION #1003

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CERTIFIED ISO 20000 LEAD AUDITOR

ANSI Accredited Program PERSONNEL CERTIFICATION #1003

WHO SHOULD ATTEND?

DURATION: 5 DAYS DAY 2 Planning and initiating an ISO 20000 audit

DAY 3 Conducting an ISO 20000 audit

DAY 4 Concluding and ensuring the follow-up of an ISO 20000 audit

For more information about the exam, please visit: www.pecb.org

For additional information, please contact us at [email protected] www.pecb.org

ANSI Accredited Program PERSONNEL CERTIFICATION #1003

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