ISO/IEC 20000 Lead Auditor

• Basic knowledge of IT service management (ITIL or similar framework)
• Understanding of management systems

Audience

• IT professionals
• IT consultants and managers
• Quality professionals

ISO/IEC 20000 Lead Auditor refers to an advanced certification and training program aimed at professionals who want to become experts in auditing IT Service Management Systems (ITSMS) based on the ISO/IEC 20000 standard. This standard is an international framework that specifies the requirements for establishing, implementing, maintaining, and continually improving an IT service management system.

This instructor-led, live training (online or onsite) is aimed at intermediate-levelIT professionals and auditors who wish to gain the skills and knowledge needed to lead and conduct ISO/IEC 20000 audits effectively, ensuring IT service management systems comply with the standard's requirements.

By the end of this training, participants will be able to:

• Understand the principles and requirements of ISO/IEC 20000.
• Develop the skills to conduct an ISO/IEC 20000 audit according to ISO 19011 and ISO/IEC 17021-1.
• Plan, lead, and report on an audit for IT service management systems (ITSMS).
• Gain the confidence to achieve certification as an ISO/IEC 20000 Lead Auditor.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction and Overview of ISO/IEC 20000

• Introduction to IT service management and ISO/IEC 20000
• Key concepts and principles of ITSM
• Overview of the ISO/IEC 20000 standard structure and key clauses
• Comparison with other frameworks (e.g., ITIL)
• The role of ISO/IEC 20000 in continuous improvement

ISO/IEC 20000 Audit Principles and Planning

• Understanding the audit process: Types of audits, scope, and criteria
• Roles and responsibilities of a lead auditor
• The audit lifecycle: planning, preparation, and execution
• Risk-based auditing approach
• Developing an audit plan and checklist preparation

Conducting the Audit

• Conducting opening meetings and setting audit expectations
• Interviewing techniques and gathering objective evidence
• Managing audit team dynamics and ensuring audit trail integrity
• Identifying and documenting non-conformities

Reporting and Follow-up

• Preparing the audit report: essential components and best practices
• Communicating findings to management
• Corrective actions and follow-up process for non-conformities
• Conducting closing meetings and concluding the audit

Certification Process and Exam Preparation

• Certification process overview for ISO/IEC 20000
• Managing an audit program and audit schedule
• Professional conduct and ethics for auditors
• Review of key topics and sample exam questions
• Mock examination and feedback session

Summary and Next Steps