ISO 20000 (ITSM) Lead Auditor Course Overview

ISO 20000 (ITSM) Lead Auditor Course Overview

The ISO 20000 ITSM Lead Auditor course is designed to provide learners with comprehensive knowledge and skills necessary to perform audits of IT Service Management Systems (ITSMS) against the ISO/IEC 20000 standard. This standard is the international benchmark for ITSM, outlining best practices for delivering managed services that meet business and customer requirements.

Module 1 introduces learners to ITSMS concepts and the structure of ISO/IEC 20000, discussing its benefits and various parts. Module 2 delves into the principles of auditing, including the roles and responsibilities of the auditor, audit team, and lead auditor, emphasizing confidentiality, evidence-based approach, and integrity in reporting. Module 3 focuses on practical activities during an on-site audit, including planning, document preparation, reporting, and follow-up. Module 4 guides learners through closing the audit with documentation review, action plan evaluation, and managing internal auditor programs. Finally, Module 5 prepares learners for the certification exam, a crucial step to becoming a certified ISO 20000 ITSM Lead Auditor.

This course empowers learners to understand and apply the standards of ISO 20000 in real-world auditing scenarios, ensuring they can lead and manage audit teams effectively. It is a valuable asset for professionals aiming to specialize in ITSM and enhance their career prospects in quality management and IT service delivery.

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  • Live Online Training (Duration : 40 Hours)
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Classroom Training price is on request

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Course Prerequisites

To ensure that you are well-prepared and can successfully undertake the ISO 20000 (ITSM) Lead Auditor course, the following prerequisites are recommended:

  • Basic understanding of IT service management concepts and terminology.
  • Knowledge of the key principles and practices of effective IT service management systems.
  • Familiarity with ISO/IEC 20000 or equivalent IT service management standards.
  • Experience in IT service management or related roles is beneficial but not mandatory.
  • Analytical and evaluation skills to assess the effectiveness of service management systems.
  • Ability to understand and interpret the requirements of ISO/IEC 20000 within the context of an audit.
  • Good communication skills, both written and verbal, for reporting and providing feedback during audits.

Please note that while these prerequisites are recommended for the best learning experience and outcomes, they are not intended to be barriers to entry. Individuals with a strong interest in IT service management and auditing, and a commitment to learning, are encouraged to enroll.

Target Audience for ISO 20000 (ITSM) Lead Auditor

The ISO 20000 (ITSM) Lead Auditor course equips professionals with auditing skills for IT Service Management Systems.

  • IT Service Managers

  • Internal Auditors

  • IT Professionals

  • Quality Assurance Managers

  • ITSM Consultants

  • Lead Auditors

  • Compliance Managers

  • Risk Managers

  • ITSM System Implementers

  • Process Owners and Practitioners

  • IT Governance Professionals

  • IT Consultants

  • Information Security Managers

  • Data Center Managers

  • IT Support and Strategy Professionals

  • Project Managers

  • IT Audit Managers

  • Management System Auditors

Learning Objectives - What you will Learn in this ISO 20000 (ITSM) Lead Auditor?

  1. Introduction: Gain expertise in auditing IT Service Management Systems (ITSMS) with the ISO 20000 Lead Auditor course, focusing on core principles, audit techniques, and the certification process.

  2. Learning Objectives and Outcomes:

  • Understand the purpose and benefits of an ITSMS and the ISO 20000 standard.
  • Learn about the various parts of ISO/IEC 20000 and how they integrate into IT services.
  • Grasp the roles and responsibilities of an auditor, audit team, guides, observers, and lead auditor.
  • Master audit management including planning, launching, confidentiality, and evidence-based approach.
  • Develop skills to conduct on-site audit activities, including report initiation, activity preparation, and audit completion.
  • Acquire knowledge on how to prepare, assign, and manage audit documentation and reports effectively.
  • Understand the principles of maintaining integrity and fair presentation during the audit process.
  • Learn to evaluate action plans and conduct quality reviews for closing the audit.
  • Gain insight into surveillance audits and the internal auditor management program.
  • Prepare for and successfully pass the ISO 20000 Lead Auditor certification exam.