Information Technology Service Management Systems and ITIL Internal Auditing (ISO 20000-1:2011)

10 Weeks 1 Assignments
Up to 50 verified hours contribute towards CPD Points
$250

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By conducting effective internal audits, you can ensure that your organisation’s IT service management system continually improves and achieves its full potential. The course will guide you through the IT service management internal audit process, from planning and performing the audit to reporting the findings and taking corrective action. You will also develop your auditing skill by role-playing activities and being able to use the tool kits provided.

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When you have completed this online short course, you will be able to identify the principles of auditing and auditor responsibilities. Furthermore, you will know how to plan an internal audit for an ISO 20000-1:2011 IT service management system. Critical learning includes how to conduct informal opening and closing meetings, how to conduct an audit based on good process identification, sampling and questioning, how to provide verbal and written feedback, how to construct and document concise nonconformities and how to report the audit effectively.

What you will learn:

  • The basic of ISO/IEC 20000-1:2011
  • Definitions related to the ISO/IEC 20000-1:2011 Standard.
  • The clauses of the standard and learn how to audit against them
  • The principles of auditing and auditor responsibilities
  • How to plan an internal audit for an ISO 20000-1:2011 IT service management system
  • How to conduct informal opening and closing meetings
  • How to conduct an audit based on good process identification, sampling and questioning
  • How to provide verbal and written feedback
  • How to construct and document concise nonconformities
  • How to report the audit effectively
  • How to follow up on corrective actions

Where this course could take you:

Here are some career opportunities this short course will help you work towards:
  • Any management role where you are expected to monitor the effectiveness of their organisation’s ITSMS implementation
  • Becoming an ISO/IEC 20000-1:2011 internal auditor

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