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ISO/IEC 20000 Lead Auditor: IT Service Management
IT services need to be organised around needs and commitments. Use ISO/IEC 20000 to structure audit investigations, assess evidence and substantiate conclusions. Make your findings useful to audited managers and improvement decisions.
- Duration
- 4.5 days 31 hours
- Code
- ISO2000LA Code
- Certification
- ISO/IEC 20000: IT service management Certification
Accredited training for the ISO/IEC 20000: IT service management certification.
Presentation
ISO/IEC 20000 was the first standard published for IT service management. Planning, design, transition, implementation and improvement form the requirements for service providers' IT service management systems (SMS). The ISO/IEC 20000 family comprises several parts and offers IT professionals effective methods for improving services provided to internal and external customers.
The ISO/IEC 20000 Lead Auditor course develops the skills needed to audit an SMS. You will learn system auditing fundamentals and methods and tools for planning and conducting internal and external audits based on ISO/IEC 20000-1:2018, ISO/IEC 20000-2:2019 and ISO 19011.
Practical exercises help you master every stage of an SMS audit. You will develop skills in managing audit programmes and teams, communicating with clients and addressing potential conflicts.
At the end of the course, you will also take the ISO 20000 Lead Auditor exam. Passing it enables you to apply for a PECB designation such as PECB Certified ISO/IEC 20000 Provisional Auditor, which requires no professional experience (see the Certification tab for details).
View the official PECB ISO/IEC 20000 Lead Auditor course information
Objectives
By the end of the ISO 20000 Lead Auditor course, you will be able to:
- Understand SMS fundamentals meeting ISO 20000 requirements.
- Describe the relationship between ISO/IEC 20000-1:2018, ISO/IEC 20000-2:2019 and other regulations.
- Understand an auditor's responsibilities: planning, conducting, reporting and following up a management system audit under ISO 19011.
- Conduct a high-quality audit and manage an audit team.
- Describe ISO/IEC 20000-1:2018 requirements in an SMS audit context.
- Pass the ISO 20000 Lead Auditor exam and obtain PECB Certified ISO/IEC 20000 Lead Auditor certification.
Program
Day 1: Introduction to service management systems (SMS)
- Standards and regulations.
- The ISO 20000 certification process.
- Fundamental service management principles.
- What is a service management system (SMS)?
- ISO 20000-1:2018 clauses 4 to 10.
Day 2: Audit planning and initiation
- Audit concepts and fundamentals.
- The evidence-based and risk-based audit approach.
- Initiate the audit.
- Meeting processes and on-site auditing.
Day 3: Conducting the audit
- Define audit programme objectives.
- Review documents, collect and verify information.
- Communicate with the team during an audit.
- Audit procedures.
- Write audit test plans, findings and nonconformity reports.
Days 4 & 5: Closing and continually following up the audit
- Audit documentation and quality control.
- Close the audit.
- The auditor's assessment of action plans.
- Benefits of the initial audit.
- Manage an internal audit programme.
- Auditor evaluation and competence.
Final half-day
- Take the ISO 20000 LA certification exam (duration: 3 hours).
Please note: PECB ISO/IEC 20000 Lead Auditor course materials are available in English only.
Audience
This course is intended for:
- Internal and external auditors seeking to understand the stages of SMS certification audits.
- IT professionals wishing to become familiar with the SMS audit process.
- Anyone responsible for SMS compliance.
- Consultants seeking comprehensive SMS audit knowledge.
Prerequisites
The ISO 20000 Lead Auditor course requires:
- Sound ISO/IEC 20000 knowledge and a thorough understanding of system auditing principles.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Practical exercises
- Case study
Course highlights
Practical exercises based on real cases, with 450 pages of documentation; 31 CPD credits; PECB certification exam included in the course price; if you do not pass, retake it free of charge within 12 months.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
Training content provided in partnership with PECB