Course Overview

Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.

After acquiring the necessary expertise to perform this audit, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Auditor” credential. By holding a PECB Lead Auditor Certificate, you will demonstrate that you have the capabilities and competencies to audit organizations based on best practices.

Course Outlines

- Course is including the Offical Materials and Exam Voucher.

- During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Course Objectives

- Understand the operations of a Service Management System (SMS) based on ISO/IEC 20000.

- Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks.

- Understand an auditor’s role to: plan, lead and follow-up on a management system audit in accordance with ISO 19011.

- Learn how to lead an audit and audit team.

- Learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an SMS audit.

- Acquire the competencies of an auditor to: plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO 19011.

Course Prerequisites

A fundamental understanding of ISO/IEC 20000-1 and comprehensive knowledge of audit principles.

Course Schedule

Course Delivery Format

1. In-Person Training:

Benefits:

Personal Interaction: Participants can interact with the instructor and fellow learners, fostering a sense of community.

Immediate Feedback: Instructors can provide real-time feedback, addressing questions and concerns on the spot.

Hands-on Activities: Practical exercises and group activities can be conducted more effectively in person.

1. Online Training:

Benefits:

Flexibility: Learners can access the course content at their own pace and time, accommodating diverse schedules.

Cost-Effective: Eliminates the need for travel and accommodation expenses, making it more economical.

Scalability: Can accommodate a large number of participants simultaneously, making it suitable for widespread audiences.

1. Blended Learning (Combination of In-Person and Online):

Benefits:

Flexibility: Combines the advantages of both in-person and online formats, offering a balance between structure and autonomy.

Cost-Efficiency: Reduces the need for extensive in-person sessions, saving on travel and venue costs.

Adaptability: Can cater to diverse learning styles by incorporating various modes of instruction.

1. Virtual Classrooms:

Benefits:

Real-Time Interaction: Allows for live Q&A sessions, discussions, and engagement with participants.

Accessibility: Participants from different locations can join without the need for physical presence.

Recording Options: Recordings can be made available for participants who may have missed the live session.

1. Self-Paced Learning (eLearning Modules, Videos):

Benefits:

Individualized Learning: Participants can progress at their speed, revisiting content as needed.

Consistency: Ensures uniform delivery of content to all participants.

24/7 Accessibility: Learners can access materials whenever and wherever is convenient for them.

1. Customized Courses:

Relevant Content: Tailored to specific organizational goals.

Industry Focus: Incorporates real industry challenges.

Adapted Learning: Matches varied skill levels of participants.

Focused Skills: Targets key competencies for job success.

Cultural Sensitivity: Respects diverse backgrounds within the organization.

Engaging Content: Uses relatable examples and scenarios.

Flexible Delivery: Adaptable to different learning formats.

Measurable Success: Sets clear objectives for easy evaluation.

Continuous Improvement: Uses feedback for ongoing enhancements.

Cost-Effective: Efficiently directs resources for maximum impact.