Lead Auditor
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?
COURSE AGENDA
DURATION: 5 DAYS
DAY 1
Introduction to Service Management System (SMS) concepts as required by ISO 20000
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
DAY 5
Certification Exam
Learning Objectives
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:
1
Domain 1: Fundamental principles and concepts in Service Management
Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and illustrate the main Service Management concepts related to a Service Management System (SMS)
2
Domain 2: Service Management System (SMS)
Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and illustrate the main concepts and components of a Service Management System based on ISO 20000
3
Domain 3: Fundamental Audit Concepts and Principles
Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and apply the main concepts and principles related to an SMS audit in the context of ISO 20000
4
Domain 4: Preparation of an ISO 20000 audit
Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can prepare appropriately an SMS audit in the context of ISO 20000
5
Domain 5: Conduct of an ISO 20000 audit
Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can conduct efficiently an SMS audit in the context of ISO 20000
6
Domain 6: Conclusion and follow-up of an ISO 20000 audit
Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can conclude an SMS audit and conduct follow-up activities in the context of ISO 20000
7
Domain 7: Management of an ISO 20000 audit program
Main Objective: To ensure that the ISO 20000 Lead Auditor understands how to establish and manage an SMS audit program
CERTIFICATION
Credential
PECB ISO 20000 Provisional Auditor
PECB ISO 20000 Auditor
PECB ISO 20000 Auditor
Exam
PECB ISO 20000 Lead Auditor Exam
PECB ISO 20000 Lead Auditor Exam
PECB 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
None
None
Other
Requirements
Signing the PECB
code of ethics
Signing the PECB
code of ethics
Signing the PECB
code of ethics
GENERAL INFORMATION
There are currently no ISO/IEC 20000 Lead Auditor courses on the calendar.
* = Required
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