ISO 20000 Lead Auditor Training

The ISO 20000 Lead Auditor Course equips learners with the knowledge and techniques to lead audits of IT Service management Systems. It focuses on evaluating service delivery, ensuring ISO 20000 compliance, and supporting continual improvement in structured service environments. 

Key Topics Covered 

• Overview of ISO 20000: Principles, scope, and terminology 

• Audit Planning: Objectives, risk-based scheduling, and resources 

• Audit Execution: Interviewing, evidence gathering, and process validation 

• Audit Reporting: Non-conformities, findings, and improvement recommendations 

• Auditor Conduct: Ethics, responsibilities, and team management 

Course Benefits 

• Globally Recognised Credential: Validates ISO 20000 audit leadership skills 

• Career Progression: Ideal for IT Auditors, Compliance Managers, and QA Leads 

• Practical Learning: Features audit simulations and hands-on reporting tasks 

• Service Quality Focus: Helps organisations meet ITSM performance expectations 

The ISO 20000 Lead Auditor Course is tailored for professionals aspiring to become proficient in leading and executing audits of IT Service management Systems in alignment with the ISO 20000 standard. Here are the professionals who will benefit from attending this course: 

• Lead Auditors and Audit Managers 

• Quality Assurance Professionals 

• IT Service Managers 

• Compliance Managers 

• Process Improvement Specialists 

• Risk Managers 

• IT Governance Professionals 

Module 1: Information Technology Service Management (ITSM) 

• Business Case 

• Define the Scope of ITSMS 

• IT Service Management 

• Benefits of IT Service Management 

• ITSMS Policy 

• Documentation of Process and Procedures 

• Process Approach 

• Principles of Information Technology 

• Develop a Project Plan 

• Accounting the IT Services 

• Accounting and Budgeting 

Module 2: Introduction and Background to ISO/IEC 20000 

• What is ISO/IEC 20000? 

• Benefits of ISO/IEC 20000 

• ISO/IEC 20000 – Parts 

Module 3: Scope 

• General 

• Application 

Module 4: Terms and Definitions 

• Introduction 

• Terms Specific to Management System Standards 

• Terms Specific to Service Management 

Module 5: Context of the Organisation 

• Understanding the Organisation and its Context 

• Understanding the Needs and Expectations of Interested Parties 

• Determining the Scope of the Service Management System 

• Service Management System 

Module 6: Introduction to Auditing 

• Define Auditing 

• Types of Audits 

• Audit Terminology 

• Benefits of Auditing 

Module 7: Auditing Roles and Principles 

• Auditing Roles 

• Audit Team 

• Maintaining Confidentiality 

• Independence 

• Evidence-Based Approach 

• Integrity 

• Fair Presentation of Audit Reports 

Module 8: Responsibilities of the Auditor 

• Management of Personnel 

• Preparing Checklist 

• Scope of Work 

• Managing an Audit Programme 

• Communication at All Levels of Organisation 

Module 9: Skills and Competencies of an Internal Auditor 

• Personal Attributes 

• Skills 

• Knowledge 

Module 10: Purpose of Internal Auditing 

• Detection 

• Sampling for Auditors 

• Nonconformities 

• Agreeing Nonconformities 

• Categorise Nonconformities 

• Protection and Prevention 

• Corrective Action 

• Checking Corrective Action 

• Listing of Corrective Actions Requests 

Module 11: Leadership 

• Leadership and Commitment 

• Policy 

• Organisational Roles, Responsibilities, and Authorities 

Module 12: Planning 

• Actions to Address Risks and Opportunities 

• Service Management Objectives and Planning to Achieve Them 

• Plan the Service Management System 

Module 13: Support of the Service Management System 

• Resources 

• Competence 

• Awareness 

• Communication 

• Documented Information 

• Knowledge 

Module 14: Implementation Guidance and Types 

• Service Delivery Process 

• Resolution Process 

• Relationship Process 

• Control Process 

Module 15: Control, Monitor, and Measure 

• Monitoring the Processes 

• Internal Auditor 

• Development of Metrics 

• Performance Indicators and Dashboards 

• Managing the Reviews 

• Implementation of the Continual Improvement Programme 

• Preparing Audits 

• Managing Contractual Disputes 

Module 16: Operation of the Service Management System 

• Operational Planning and Control 

• Service Portfolio 

• Relationship and Agreement 

• Supply and Demand 

• Service Design, Build, and Transition 

• Resolution and Fulfilment 

• Service Assurance 

Module 17: Introduction to Lead Auditor 

• Definition of Lead Auditor 

• Benefits of Auditing 

Module 18: On-Site Auditing 

• On-Site Auditing Objectives 

• Conduct Interview 

• Create and Evaluate Checklist 

• Questionnaires for Data Collection 

• Conduct Document Review 

• Evaluate the Work Done 

• Provide Sample 

Module 19: Remote Auditing 

• Introduction 

• Benefits of Remote Auditing 

• Barriers of Remote Auditing 

• Observe Work Through Surveillance at Workplace 

• Types of Surveillance 

• Enhancing Interaction Through Communication 

• Conduct Document Reviews with Auditees 

• Data Analysis 

Module 20: Methods 

• Interviews 

• Observations 

• Review of Documents and Records 

Module 21: Audit Report 

• Scope of Report 

• Identify the Criteria of the Report 

• Identification of Team 

• Dates and Locations Where Audit Activity is Conducted 

• Conclusion 

• Distribution of Lists 

• Follow Up the Action Plan 

• Identifying Good Practices 

• Confirmation that the Objective has been Achieved 

• Audit Plan Including Schedule 

Module 22: Conducting ISO 20000 Audits 

• Communication During Auditing 

• Procedures and Test Plans 

• Audit Findings and Documentation 

Module 23: Conclusion and Follow-Up 

• Conclusion 

• Follow-Up 

• Documentation 

• Quality Reviews 

• Closing Meetings 

• Evaluation of the Action Plan 

• Surveillance Audit 

• Internal Auditor Management Programme 

Module 24: Performance Evaluation 

• Monitoring, Measurement, Analysis, and Evaluation 

• Internal Audit 

• Management Review 

• Service Reporting 

Module 25: Improvement 

• Nonconformity and Corrective Action 

• Continual Improvement 

By the end of the course, learners will be able to: 

• Lead and manage ISO 20000 audit teams 

• Plan and conduct effective service management system audits 

• Evaluate compliance and service quality practices 

• Document audit findings and suggest improvements 

• Support organisations in meeting ISO 20000 objectives 

To achieve the ISO 20000 Lead Auditor, candidates will need to sit for an examination. The exam format is as follows:  

• Question Type: Multiple Choice  

• Total Questions: 30  

• Total Marks: 30 Marks  

• Pass Mark: 50%, or 15/30 Marks  

• Duration: 40 Minutes   

• Open Book/ Closed Book: Closed Book