About This Course
Participants will gain in-depth knowledge of the entire audit process, from program definition to reporting results. The course combines lectures with practical exercises, discussions, and role-plays simulating situations that may arise during audits. At the end of the course, an exam on the ISO/IEC 20000-1 standard, recognized by AICQ-SICEV, will be administered.
Course Information
Course Curriculum
The course uses a combination of theoretical lectures, practical exercises and role-plays covering: Overview of the requirements of the ISO/IEC 20000 standard; Process approach and PDCA cycle; Benefits of a management system compliant with ISO/IEC 20000; Terminology and types of; Planning and execution of audits; Audit process according to the ISO 19011 standard; Preparation of the audit, documentation and conduct of the initial meeting; Collection of evidence and audit techniques; Conducting interviews; Preparation of final findings and report; Management of the final meeting and required actions;
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All You Need to Know
Aspiring auditors and lead auditors of IT service management systems, IT managers and specialists, IT service personnel, consultants.
Participation requires knowledge of the IT sector and basic skills in related processes.