International Certified ISO 20000 –IT Service Management Systems Lead Auditor Training Course
Course Features
ISO 20000 is a recognized international standard for best practice in IT Service management systems (ISMS) within any organization. This course will prepare you to plan and execute audits of IT Service management systems in line with the international standard ISO 20000.
This Five-day intensive course enables participants to develop the necessary expertise to audit an Information Technology Service Management System (ITSMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this ISO TRAINING, the participant will acquire necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011 the certification process according ISO 17021.
Learning Objectives
By the end of the course you will be able to:
An IT Service Management System Standard ISO 27000 aims at customer satisfaction through systematic process approach through PDCA model
• To acquire the expertise to perform an ISO20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
• To acquire the necessary expertise to manage an ITSMS audit team
• To understanding the operation of an ISO 20000 conformant Information Technology Service management system
• To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
• To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
• To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ITSMS
Who Should Attend
The aim of this course is to provide delegates with the knowledge and skills required to perform first, second and third-party audits of IT Service management systems against ISO 20000, in accordance with ISO 19011:2018 and ISO/IEC 17021-1, as applicable.
• Internal auditors
• Auditors wish to perform and lead Information Technology Service Management System (ITSMS) certification audits
• Project managers or consultants wanting to master the Information Technology Service Management System audit process
• Persons responsible for the Information Technology Service conformity in an organization
• Members of an Information Technology Service team
• Expert advisors in information technology
• Technical experts wish to prepare for an Information Technology Service audit function
Course Agenda
This course has been designed with input and feedback internationally from a number of trainers, customers and training consultants. The course design reflects a high level of interaction between the trainer and the participants. It is built upon the participants input all throughout the course. This input by being mapped on the classroom walls will help the participants follow and remember the course structure and content.
• Introduction to IT Service Management System concepts as required by ISO 20000
• Understand the purpose & requirements of ISO 2000 (IT SMS)
• Describe the role and responsibilities of an lead auditor in the audit process of IT SMS
• Plan, prepare and execute internal audit for ISO 20000 through document review using Auditing Standard ISO 19011:2011 requirements
• Define the audit scope, criteria, frequency, methodologies, responsibilities and requirements
• Auditing Process Approach including the PDCA Cycle
• Code of practice for IT Service Management controls
• Plan, prepare and execute integrated management system internal/external audit effectively
• Develop the skills of evaluating significance of audit findings and developing appropriate corrective/preventive measure
• Audit Planning, Checklists, Non Conformance Reports;
• Conformity assessment – Requirements for bodies providing audit and certification of management systems
• Preparation of audit report, Final Team Meeting / Follow-up
• Exercises, case study etc.; Q&A session after classroom TRAINING before exam
• In-house certification exam on the last day of the training
• Accreditation / Certification and Auditor Registration
• Corporate / In-House training program for Maximum 10/20 Delegates.
Pre-Requisites
• Knowledge of the following IT Service management principles and concepts:
• Management systems, including the core elements of a management system, the responsibilities of top management and the Plan, Do, Check, Act (PDCA) cycle
• Personnel who are keen to have learn knowledge to conduct internal/external audit of ISO 20000
• The process approach used in IT Service management.
• The requirements of ISO 20000 and its commonly used IT Service management terms and definitions
Course Trainer
All course facilitators are highly qualified and experienced both in training and assessment of IT Service management systems. We strongly believe that the experience in IT Service Management Assessment and Training skills is a right combination to deliver a practical training course. They are selected on their ability to make courses both practical and enjoyable.
Certification
Successful Participants (Based on Test Results) will be awarded certificate of Lead Auditor for ISO 20000.
