ISO 20000 Lead Auditor case studies
ISO 20000 Lead Auditor · Put your knowledge to work in context.
The PECB Certified ISO/IEC 20000 Lead Auditor credential is aimed at professionals who audit service management systems (SMS) against ISO/IEC 20000-1. PECB's training course is designed for auditors who want to conduct and lead SMS audits, for managers and consultants who want to master the SMS audit process, for people responsible for maintaining conformity to ISO/IEC 20000-1, for technical experts preparing an organization for a certification audit, and for expert advisors in service management. The ISO 20000 Lead Auditor case studies are 5 cases and about 2,762 words.
1Scope exclusion for a subcontracted network
CloudHost Managed Services holds ISO/IEC 20000-1 certification for its UK data-centre operations. Its scope statement reads: 'Provision of hosted ERP application services to public sector clients.
517 words, about 3 min2Consultancy conflict on a stage 2 audit
An ISO/IEC 20000-1 certification body assigns Priya as lead auditor for the stage 2 audit of a 600-user IT service provider. During the pre-audit call the client's CIO mentions that Priya 'helped us redesign incident and problem management last year.' Priya confirms she spent 60 days between March and July 2023 advising on process design, writing procedures and coaching the service desk manager.
571 words, about 3 min3Stage 2 readiness, competence and a site the client wants to drop
A certification body plans a stage 2 audit of FinBank's IT shared services, which provides 14 services to 9,000 staff from three sites. The audit team has six auditors and 10 audit days.
546 words, about 3 min4Sampling, a changed definition and a whiteboard
During a surveillance audit of a 2,500-employee logistics company, the auditor interviews the service desk manager, who states: 'Every major incident gets a problem record within 48 hours; that is our procedure.' The auditor samples 30 major incidents from the last 12 months. Nine have no problem record; three have records created after 11 days; two records contain no root cause analysis and were closed as 'no fault found'.
570 words, about 3 min5Surveillance sampling after a major nonconformity
A certification body manages an ISO/IEC 20000-1 certificate for a managed print services company with six operating sites. At the initial certification, two sites were sampled.
558 words, about 3 min