Gestão Serviços ISO 20000 Lead Auditor – Service Management

Introdução

Este curso está disponível no modelo presencial e Live Online Training. O Live Online Training traz-lhe o ambiente dinâmico da sala de aula para a sua secretária. Através do seu computador, você interage com o formador e os formandos como se estivesse com eles na sala de aula. Clique para saber como funciona o > Live Online Training
O curso Service Management 20000 Lead Auditor, além da abordagem à norma, inclui uma parte prática - a metodologia de auditoria de um Sistema de Gestão de Serviços desenvolvido usando os requisitos de auditoria ISO e melhores práticas, e outras orientações relacionadas à auditoria - orientado por um estudo de caso. Mais do que conhecer conceitos, princípios e requisitos da ISO/IEC 20000-1 e conformidades de auditoria para a ISO/IEC 20000-1, os participantes aprenderão a colocar em prática um programa de auditoria ISO/IEC 20000-1, baseado numa metodologia de auditoria customizada proposta pela BEHAVIOUR.

No decorrer do curso, os participantes vão desenvolver os recursos necessários para apoiar a implementação e manutenção de um programa de auditoria, incluindo os modelos necessários e outros recursos que suportam as atribuições de auditoria interna ou externa usando a ISO e outras práticas recomendadas de auditoria no mercado. Esta abordagem fornece aos participantes o conhecimento e as competências necessárias para desenvolver e adaptar suas próprias ferramentas de auditoria em resposta aos requisitos do contexto do mundo real.

Os conhecimentos fundamentais do Service Management 20000 Foundation está incluído neste curso, portanto, não é um pré-requisito ou um percurso de formação.

Este Plano de Formação e todos os documentos associados estão protegidos por Direitos de Autor e registados como obra literária no IGAC - Portugal.

On this course, the students will acquire the expertise to develop an audit program, lead audit teams and audit a Service Management System (SMS), established according to the requirements of the ISO/IEC 20000-1 International Standard.
Besides the fundamental concepts related with service management and a detailed overview clause-by-clause of the ISO/IEC 20000-1 standard and its requirements, the course leads the students through a step-by-step customized methodology to prepare and conduct internal and external audits in compliance with the ISO/IEC 20000-1 international standard. The SMS audit program and its process covered on this course is supported by the ISO 19011, ISO/IEC 17021-1 and ISO/IEC 20000-6 standards, and other international recognized audit best practices.
The audit customized methodology helps the students to transform the learned knowledge and expertise into real-world practice. Applying this knowledge, the students will be able to draft and implement their own audit program, including the design of the required tools and techniques to support the audit program and perform their internal and external audit assignments.
Based on a real-world adapted case-study organization, and supported by several approaches, templates, and other tools, including discussions and practical exercises, the students will team-up with their peers during this course and will be challenged to demonstrate their Lead Auditor skills on the audit of the SMS for this organization. This training methodology train and prepare students for successfully perform audits in conformity with the ISO/IEC 20000-1 standard in a real-world environment.

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Metodologia

This course is based on theorical, and practical sessions supported by a real-world adapted case-study.
The course includes hands-on practical and theorical exercises to:

• better prepare the students for the real-world challenges,
• to prepare and increase the likelihood of success on the certification exam, and
• train and prepare professionals for leading the SMS audits and achieve/assess for ISO/IEC 20000-1 certification.

This course is available to be delivered in a Classroom and Live-Training model.
Live Training brings you the dynamic environment of the classroom, to your desk. Using your computer, you interact with the trainer and the trainees as if you were with them in the classroom.

Destinatários

This course is intended to:

• IT Service Management and/or IT Consultants or other IT/IS experts that need to perform Internal or External Audits
• Internal auditors participating or leading ISO/IEC 20000-1 audits
• External auditors hired by contract to perform internal audits or, requiring the needed knowledge to work with Organization Certification Bodies performing ISO/IEC 20000-1 certification audits
• Managers or head of audit departments wanting to complement their knowledge on how to establish an ISO/IEC 20000-1 audit compliant program
• Project managers leading or preparing to lead an ISO/IEC 20000-1 implementation program that need to understand the SMS audit requirements and want to establish an ISO/IEC 20000-1 compliant audit program
• Any professional involved on the implementation or operation of an SMS based on ISO/IEC 20000-1 wanting to better understand the audit process
• Anyone who wants to acquire the knowledge needed to audit an ISO/IEC 20000-1 SMS

Pré-Requisitos

Students should understand English as the course documentation is in this language. Please consult BEHAVIOUR to verify the availability of the course on other languages.

Duração (dias)

5 dias

Objectivos Gerais

At the end of this course students will be able to:

• Understand the fundamental service management concepts, and the main clauses and requirements of ISO/IEC 20000-1
• Get to know and understand the correlation of the ISO/IEC 20000 family standards, including ISO/IEC 20000-1, ISO/IEC 20000-2, ISO/IEC 20000-3 and related ISO and other best practices, legislation, and regulation
• Understand the ISO/IEC 20000-1 certification process
• Understand the fundamental audit concepts and principles based on the ISO 19011 standard
• Establish, implement, maintain, and improve an internal audit program compliant with the requirements of ISO/IEC 20000-1 and supported by the most recent ISO and related audit best practices
• Understand the requirements and know how to prepare and plan SMS compliant ISO/IEC 20000-1 audits
• Understand the main roles, including the auditor role, competence requirements and the communication requirements to successfully perform an audit
• Conduct ISO/IEC 20000-1 internal and external audits, either first-party, second-party or third-party audits
• Draft and/or implement the required templates, tools, and techniques to support an audit program and an ISO/IEC 20000-1 audit
• Identify and record findings, including nonconformities to establish conclusions and draft the audit report
• Understand and implement the needed activities to complete an ISO/IEC 20000-1 audit, including ensuring the implementation of the required audit follow-up activities
• Use the audit process to support the organization on the continuous compliance with ISO/IEC 20000-1, and on the maintenance of the ISO/IEC 20000-1 certification

Programa

1. Introduction to Service Management, the ISO/IEC 20000-1 standard and, related best practices
• Course introduction
• Service management standards, legislation, and regulation
• Advancing for ISO/IEC 20000-1 Certification
• Service management fundamentals
• Presentation and overview of the SMS requirements (Part 1- Clauses 4 to 8.1)


2. SMS and Audit concepts and principles
• Presentation and overview of the SMS requirements (Part 2 - Clauses 8.2 to 10)
• Introduction to audit concepts and principles based on ISO 19011


3. Preparation, planning and initiating an audit; Conducting documentation and on-site audit activities
• Internal audit program
• Preparation and planning for SMS audits
• Communicating during the audit
• Planning and initiating the audit
• Conducting the Stage 1 documentation audit
• Summarizing information and planning for the Stage 2 on-site audit
• Conducting the Stage 2 on-site audit


4. Conducting on-site audit activities and closing the audit
• Obtaining and verifying information: audit methods and audit tests
• Identifying and recording audit findings
• Preparing for audit conclusions
• Closing the audit; prepare and distribute the audit report
• Audit follow-up activities
• Maintaining the ISO/IEC 20000-1 certification
• Personnel certification and closing the training

Exame

The “Certified Service Management 20000 Lead Auditor” exam covers the following competence domains:

• Domain 1: Service management fundamentals and ISO/IEC 20000-1 requirements
• Domain 2: Fundamental audit concepts and principles based on ISO 19011
• Domain 3: Establish and maintain an ISO/IEC 20000-1 internal audit program
• Domain 4: Prepare and plan ISO/IEC 20000-1 audit activities
• Domain 5: Conduct ISO/IEC 20000-1 audit activities
• Domain 6: Complete and close ISO/IEC 20000-1 audit activities

Language(s): English and Portuguese (please consult BEHAVIOUR for availability on additional languages).
Exam details: Two parts exam.
Duration: 1 hour (part 1); 3 hours (part 2).
Results: “Pass or Fail” quantitative score for part 1 and qualitative score for part 2. In the case of a failure, the result will be accompanied with the list of domains in which you had a mark lower than the passing grade. If the candidate fails either part of the exam, he is entitled to one free retake within a 1-year period from the initial exam date.
Passing score: 260/400 marks (part 1); and 700/1000 marks (part 2).
Exam type: Multiple-choice questions (part 1); Scenarios-based open questions (part 2).

Certificação

After successfully completing the certification exam, participants may apply for one of the three available credentials for this personnel certification scheme, depending on their level of experience.

• Certified Service Management 20000 Associate Auditor: no previous experience required.
• Certified Service Management 20000 Auditor: 2 years of experience on service management and audits
• Certified Service Management 20000 Lead Auditor: 5 years of experience on service management and audits

A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential. Candidates also receive the digital badge of the certification achieved.
The “Certified Service Management 20000 Lead Auditor” personnel certification program is drafted and maintained according to the ISO/IEC 17024 standard.

Formador

Os nossos formadores são consultores e auditores de renome, com vários anos de experiência nas áreas de implementação, auditoria e formação na família ISO 20000, com particular incidência sobre as normas ISO 20000 e respectivas partes, nas melhores práticas do ITIL V2, V3 e ITIL Ed 2011, e normas internacionais associadas.

Informações Gerais

• Formação na língua portuguesa ou inglesa
• Recursos materiais da formação online e em Inglês, com acesso online, e de acordo com as condições adjudicadas
• Metodologia prática de auditoria passo-a-passo
• Certificado digital de Frequência de Formação Behaviour com 40 créditos CPD/CPE
• Exame de Certificação online, em Português ou Inglês. O exame pode ser realizado até 2 meses, a contar da data de início do curso
• Se o candidato não for aprovado no exame, tem o direito a uma nova tentativa gratuita dentro de um período máximo de 2 meses, a contar da data de lançamento da nota do exame inicial
• Diploma digital de Certificação e Insígnia digital de Certificação, após passagem com sucesso no exame e conclusão do processo de candidatura. Este registo não tem qualquer custo associado

Benefícios

• ISO/IEC 20000-1 is an auditable Service Management System (SMS).


• ISO/IEC 20000-1 allows certification and international recognition of an organization; access to new markets and optimization of operations; and improves quality, increases productivity, competitive advantage, customer satisfaction and sales revenues.


• Service Management 20000 Lead Auditor course bases its pedagogical model in a certification program based on the ISO/IEC 17024 standard, which defines the requirements for certification of people, fulfilling the recommendations of ISO.


• Service Management 20000 Lead Auditor course geared towards to the audit of the standard, through a step-by-step audit process. Thus, throughout the course, in addition to the basic concepts of SMS, are presented the steps needed to prepare and start the SMS audit process and the management of audits through an audit program, which includes the selection of the approach, the audit methodology, selection and skills of the auditors, steps and approaches for evidence collection and drafting of findings, including nonconformities, among other activities needed to prepare the auditor to audit the SMS of his organization or to participate and lead audits for an certification body, using the best practices of audit according the ISO 19011 and the requirements for certification bodies in ISO/IEC 17021-1.


• One of the strengths of the Service Management 20000 Lead Auditor course, in addition to inclusion of implementation methodology, is that it allows to prepare professionals for the audit of ISO/IEC 20000-1 certification and the registration in the certifying body. Addresses itself to this end, the recommendations of ISO 19011 and the ISO/IEC 17021-1 - requirements for certification bodies.


• Certification exam is monitored by an official Behaviour administrator.


• The Certified Service Management 20000 Lead Auditor certification exam is a two parts exam and is conducted at the end of the course, on the last day of training, which focuses on development questions and case studies allowing the certifying entity to measure, more effectively, the knowledge of the candidates.


• Upon success in the exam, the professional will achieve one of the Service Management 20000 certifications levels. In case of failure, professional may repeat the exam at no additional cost, within 1 year after the date of the 1st examination.


• Behaviour Pedagogical Model aims to provide a learning environment conducive to acquisition of competences, in accordance with objectives of each training program. Promoting interaction, participation, and appreciation of experiences, we contribute to meaningful learning, certification, and international recognition but, above all to the development of critical thinking and autonomy.


• Behaviour is an organization accredited by DGERT (Portuguese Government Entity). Behaviour has its Quality Management System (QMS) implemented in accordance with the requirements of ISO 9001, the requirements of DGERT, the requirements of the European standard NP 4512 and the standard ISO 10015.

Datas, Preço e Inscrição

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Programa Datas Garantidas

(*) Todas as datas deste curso são garantidas nos eventos de ocorrem em Lisboa. Nas outras localizações os eventos estão sujeitos a um número mínimo de participantes
Na Behaviour todos os cursos em Lisboa ocorrem independentemente do número de formandos em sala. O conceito de constituição de turmas não existe no modelo pedagógico da Behaviour, por isso é que todas as datas públicas no site são garantidas. Assim, se estiver em Portugal ou em qualquer outra parte do mundo pode preparar a sua semana e a sua viagem, desde que garanta a sua inscrição no curso.

Descontos de Volume

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