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How to create Internal Audit Checklist for ISO 20000?

Author: Charles Wilson
by Charles Wilson
Posted: Jan 30, 2020
iso 20000

In today’s business world, the ultimate goal of every competitive IT organization is Aspiration for excellence while delivering IT services. To gain this kind of aspiration ISO 20000 provides an excellent framework. The ISO 20000 describes a set of requirements your organization must fulfil in order to implement a management system that will help you introduce a managed IT service management (ITSM) environment.

Primarily, ISO 20000 has its clear requirements for the internal audit, and, secondly, an ISO 20000 internal audit checklist can make the internal audit much easier. As per standard requirements of ISO 20000 Certification, The ISO 20000 audit checklist guides user to check that ITSM system is implemented.

The internal audit of ISO 20000 must be conducted at regular intervals. So, the standard requirements for ISO 20000, related to the internal audit. The ITSMS and the services should:

  • Fulfil the requirements in ISO/IEC 20000-1
  • Fulfilment of service requirements and the SMS requirements
  • Be effectively implemented and maintained
  • The ISO 20000 audit checklist is actually a set of questions the internal auditor will ask to check whether ISO 20000 requirements are fulfilled. The Questionnaires in your internal audit checklist of ISO 20000 should be focused on efficiency of the processes. You require monitoring and reporting about your services’ performance. You should take advantage of that fact of ISO 20000 requires that all requirements are implemented.

    Meaning, list all requirements from the ISO 20000 standard and look for evidence that requirements are fulfilled. So it has the meaning to create monthly reports of all incidents and analyse the data. The ISO 20000 audit checklist should have a simple form, ideally a column-based form that contains the following columns:

  • Reference – here reference is the ISO 20000 standard clause.
  • Content – The content is what you are looking for, i.e., requirements of the ISO 20000 standard.
  • Evidence – Evidence is the kind of column where the auditor will make remarks about evidence or people who were interviewed, record name, etc.
  • Compliance – compliance is usually in Yes/No format, that’s the "verdict" regarding the company’s fulfilment of a certain requirement.
  • A well-prepared list will make internal audit for ISO 20000, a much easier and transparent job. The fact is that the ISO 20000 internal audit checklist will take care that nothing gets forgotten, it will also give you the opportunity to continuously keep working on the efficiency of the SMS. The services will materialize and, consequently, your customers will enjoy those improvements. And, customers appreciate that.

    For increasing effectiveness in ISO 20000 auditing, The ISO 20000 Audit checklist is very useful tool for auditor that guide them to make audit questionnaires for their clients. For small businesses, using a checklist for ISO 20000 compliance makes the audit process easier to complete and may lead to other, less expensive. As per standard requirements of ISO 20000 Certification, The ISO 20000 audit checklist guides user to check that ITSM system is implemented.

    Use the Sample ISO 20000 Documents for ITSMS Certification to carry out detail gap analysis of the organization.


    About the Author

    As ISO Consultant profession since last many years Charles has rich experience in preparing such certification documents within ISO guideline to his global clients to acquire better ISO Certification Solution to their Organization.

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    Author: Charles Wilson

    Charles Wilson

    Member since: Dec 22, 2015
    Published articles: 27

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