ISO 20000 Lead Auditor flashcards
ISO 20000 Lead Auditor · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Service management system
- A management system to direct and control the service management activities of a service provider, comprising policy, objectives, processes and resources.
- Service definition
- A means of delivering value to customers by facilitating outcomes customers want to achieve, without the customer owning specific costs and risks.
- Interested party
- A person or organization that can affect, be affected by, or perceive itself to be affected by a decision or activity of the service provider.
- SMS scope
- The documented boundary of the service management system, naming the services, organizational units and interfaces, with justified exclusions that do not affect service conformity.
- PDCA cycle
- Plan-Do-Check-Act: the iterative cycle used to plan the SMS, implement it, evaluate performance, and improve it continually.
- Service management policy
- Top management's documented intentions and direction for service management, providing a framework for setting service management objectives.
- Documented information
- Information required to be controlled and maintained by the organization, and the medium on which it is contained, including records and procedures.
- Service portfolio
- The complete set of services managed by the service provider, used to manage commitments, investments and the service lifecycle.
- Service level agreement
- A documented agreement between the service provider and a customer that identifies services and the agreed service level targets.
- Supplier management
- The process for managing suppliers and their performance to ensure the delivery of services meets agreed requirements and the SMS is effective.
- Management review
- A planned review by top management of the SMS, covering performance, changes, risks, opportunities and improvement actions, with documented outputs.
- Internal audit
- A systematic, independent and documented process for evaluating the SMS against the organization's own criteria and the standard's requirements.
- Audit definition
- A systematic, independent and documented process for obtaining objective evidence and evaluating it objectively against audit criteria.
- Objective evidence
- Verifiable data, records, statements of fact or other information that is relevant to the audit criteria and can be verified.
- Audit criteria
- The set of policies, procedures, requirements or standards against which audit evidence is compared to determine conformity.
- Major nonconformity
- A nonconformity that affects the capability of the management system to achieve its intended results, often indicating systemic failure.
- Audit sampling
- Selecting a representative subset of records, activities or personnel to evaluate against criteria, with the rationale documented.
- Audit principle: integrity
- The foundation of professionalism: auditors perform their work honestly, diligently and responsibly, and are fair and impartial.
- Stage 1 audit
- A readiness review evaluating documented information and the organization's preparedness for the stage 2 certification audit.
- Audit plan
- A description of the activities and arrangements for an audit, including schedule, team roles, sampling strategy and audit trails.
- Audit trail
- A documented sequence of steps or records followed by the auditor to trace a process or service from start to finish.
- Audit team competence
- The combination of knowledge, skills and experience needed by the audit team to achieve the audit objectives effectively.
- Opening meeting
- A meeting at the start of the audit to confirm scope, criteria, plan, communication channels and audit methods with the auditee.
- Audit finding
- The result of evaluating collected audit evidence against audit criteria, indicating conformity, nonconformity or an opportunity for improvement.
- Evidence collection methods
- Interviews, observation of activities, and review of documented information and records used to obtain objective evidence during the audit.
- Audit conclusion
- The outcome of the audit after considering the audit objectives and all audit findings, stating conformity and effectiveness of the SMS.
- Closing meeting
- A meeting at the end of the audit to present findings, conclusions and the audit opinion, and to agree corrective action timelines.
- Corrective action
- Action to eliminate the cause of a nonconformity and prevent recurrence, verified by the auditor for implementation and effectiveness.
- Audit report
- A documented account of the audit covering objectives, scope, criteria, team, findings, conclusions and any limitations encountered.
- Audit programme
- A set of one or more audits planned for a specific time frame, directed toward a specific purpose and managed for effectiveness.
- Programme risk
- Uncertainties affecting the audit programme, such as resource availability, auditor competence and auditee scheduling conflicts, which must be managed.
- Auditor impartiality
- The state of being free from bias and conflicts of interest, ensuring auditors do not audit their own work or have a stake in the outcome.