COURSE DURATION: 5 Days.
DAY 1
ACTIVITY
- Opening (Introduction).
- Section 1: 20000-10:2018 Service Management Concepts and Vocabulary.
- Section 2: Clause 4: Context of the organisation.
- Section 3: Clause 5: Leadership.
- Section 4: Risk assessment, Service Management Objectives and Planning.
- Section 5: Support – Resources, Competence, Awareness, Communication.
- Documented information and Knowledge Management.
- Section 6: Service Catalogue, Asset, Configuration, Business Relationship, Service Level and Supplier Management.
- Section 7: Budgeting, Demand and Capacity Management.
DAY 2
ACTIVITY
- Section 8: Change, Transition, Release and Deployment Management
- Section 9: Incident, Service Request and Problem Management
- Section 10: Availability, Continuity and Security Management
- Section 11: Performance Evaluation and Continual Improvement
- Assessment.
DAY 3
ACTIVITY
- Introduction and Course Objectives.
- Auditing.
- The International Standards.
- Definitions of Auditing.
- Types of Audit.
- Audit Principles.
- Assessment SECTION 1& 2 Managing an Audit Programme.
- Establishing the audit programme objectives.
- Establishing the extent of the audit programme.
- Identifying and evaluating audit programme risks.
- SECTION 3.
- Audit Activities.
- Conducting Document Review Assessment SECTION 4A & B (Documentation Review) On site activities.
- Audit Plan.
- Assessment SECTION 5A(Audit Plan).
- Preparing for the On-Site Activity.
- Preparing the working Documents Audit Checklist Assessment SECTION 5B & C (Checklist).
- Conducting On Site Audit Activities.
- Opening Meeting.
- Assessment SECTION 6 (Opening meeting).
- Close of Day 1.
DAY 4
ACTIVITY
- Conducting the Audit.
- Audit Findings.
- Assessment SECTION 7 (Multiple choice questions).
- Assessment SECTION 8 and Section 9 A (Case Study and CAR).
- Assessment SECTION 8 and Section 9 A (Case Study and CAR) (Case Study).
- Closing Meeting.
- Preparing, Approving and Distributing the Audit Report.
- Completing the Audit.
- Conducting an Audit Follow-Up.
- Assessment SECTION 9 A & B.
- Assessment SECTION 9 A & B (Report writing and Closing meeting).
- Competence of Management System Auditors.
- Competence of Management System Auditors.
- Auditor Evaluation process.
- Assessment SECTION 10, 11 & 12 (Multiple choice questions).
- Questions /Answers and Close.
DAY 5
ACTIVITY
- Recap Auditing.
- Recap Definitions of Auditing.
- Role & Responsibility of Team Leader and Team members.
- Establishing the audit programme objectives.
- Establishing the extent of the audit programme.
- Identifying and evaluating audit programme risks.
- Selection of Audit Team.
- Allocation of responsibilities to the team members.
- Directing audit team member and resolving conflict.
- Methods for Collection of Audit Evidence.
- Grades of Auditors.
- Activity – Case Study.
- Assessment.
