ISO/IEC 20000-1:2018 Service Management Systems Internal Auditor

About Course

Develop service management internal audit skills through 12 modules and 36 text lessons with exercises and model feedback. Evaluate the SMS, service portfolio, relationships, service levels, suppliers, demand and capacity, change, design, transition, incident/request/problem management, availability, continuity, security and service reporting. Practise planning, sampling, interviews, findings, reporting and corrective-action follow-up. Includes a 40-question exam and a marked practical assignment. Total workload: 14 hours excluding breaks.

LO01: Explain service management, the SMS and applicable audit criteria.
LO02: Audit boundaries, accountability, objectives, risks and the SMS plan.
LO03: Evaluate competence, knowledge, documented information and service control.
LO04: Audit customer relationships, service levels, suppliers and supply-demand decisions.
LO05: Trace change assessment, service acceptance and controlled deployment.
LO06: Evaluate incident, request, problem, availability, continuity and security arrangements.
LO07: Test service reports, management review, internal audit and corrective action.
LO08: Apply objectivity, competence and risk-based audit programmes.
LO09: Prepare audit plans, process questions and justified evidence samples.
LO10: Use interviews, observation and reliable service records to evaluate conformity.
LO11: Write defensible findings and verify effective corrective action.
LO12: Complete an SMS audit rehearsal and prepare for supervised workplace practice.

Course Content

SMS foundations and audit criteria
Explain service management, the SMS and applicable audit criteria.

Course route and the internal auditor role
Service management and the service lifecycle
Edition, requirements and guidance

Context, leadership and SMS planning
Audit boundaries, accountability, objectives, risks and the SMS plan.

Support and the service portfolio
Evaluate competence, knowledge, documented information and service control.

Relationships, agreements and resources
Audit customer relationships, service levels, suppliers and supply-demand decisions.

Service design, change and transition
Trace change assessment, service acceptance and controlled deployment.

Resolution and service assurance
Evaluate incident, request, problem, availability, continuity and security arrangements.

Performance evaluation and improvement
Test service reports, management review, internal audit and corrective action.

Audit principles and programme management
Apply objectivity, competence and risk-based audit programmes.

Audit preparation, planning and sampling
Prepare audit plans, process questions and justified evidence samples.

Conducting the service management audit
Use interviews, observation and reliable service records to evaluate conformity.

Findings, reporting and follow-up
Write defensible findings and verify effective corrective action.

Integrated practice and workplace application
Complete an SMS audit rehearsal and prepare for supervised workplace practice.

Assessment

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About Course

What Will You Learn?

Course Content

SMS foundations and audit criteria Explain service management, the SMS and applicable audit criteria.

Course route and the internal auditor role

Service management and the service lifecycle

Edition, requirements and guidance

Context, leadership and SMS planning Audit boundaries, accountability, objectives, risks and the SMS plan.

Context, interested parties and scope — clause 4

Leadership, policy and accountability — clause 5

Risks, objectives and the SMS plan — clause 6

Support and the service portfolio Evaluate competence, knowledge, documented information and service control.

Resources, competence, awareness and knowledge — clause 7

Communication and documented information — clause 7

Operational control and the service portfolio — 8.1–8.2

Relationships, agreements and resources Audit customer relationships, service levels, suppliers and supply-demand decisions.

Business relationships and service levels — 8.3

Supplier management and service interfaces — 8.3–8.2

Budgeting, demand and capacity — 8.4

Service design, change and transition Trace change assessment, service acceptance and controlled deployment.

Change management — 8.5

Design and transition of new or changed services — 8.5

Release and deployment management — 8.5

Resolution and service assurance Evaluate incident, request, problem, availability, continuity and security arrangements.

Incident, request and problem management — 8.6

Availability and service continuity — 8.7

Information security within the SMS — 8.7

Performance evaluation and improvement Test service reports, management review, internal audit and corrective action.

Monitoring, measurement and service reporting — clause 9

Internal audit and management review — clause 9

Nonconformity, corrective action and continual improvement — clause 10

Audit principles and programme management Apply objectivity, competence and risk-based audit programmes.

Audit principles and professional conduct

Auditor competence and team selection

Managing the internal audit programme

Audit preparation, planning and sampling Prepare audit plans, process questions and justified evidence samples.

Preparing objectives, scope and criteria

Audit plans and process-based questions

Sampling and evidence sufficiency

Conducting the service management audit Use interviews, observation and reliable service records to evaluate conformity.

Opening the audit and managing communication

Interviews and observation

Digital records, remote auditing and traceability

Findings, reporting and follow-up Write defensible findings and verify effective corrective action.

Evaluating evidence and writing findings

Audit reports and closing meetings

Corrective-action follow-up and effectiveness

Integrated practice and workplace application Complete an SMS audit rehearsal and prepare for supervised workplace practice.

Integrated service audit rehearsal

Assessment preparation and common judgement errors

Applying learning in the workplace