ISO/IEC 20000 Lead Auditor


This five-day intensive course enables participants to develop the necessary expertise to audit an IT Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011; the certification process according to ISO 17021. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

Who Should Attend:

  • Internal auditors
  • Auditors wanting to perform and lead IT Service Management System (SMS) certification audits
  • Project managers or consultants wanting to master the IT Service Management System audit process
  • Persons responsible for the IT Service conformity in an organization
  • Members of an IT Service team
  • Expert advisors in IT
  • Technical experts wanting to prepare for an IT Service audit function

Course Content:

  • Normative, regulatory and legal framework related to IT Service
  • Fundamental principles of IT Service
  • ISO 20000 certification process
  • IT Service Management System (SMS)
  • Detailed presentation of the clauses 4 to 10 of ISO 20000-1
  • Fundamental audit concepts and principles
  • Audit approach based on evidence and on risk
  • Preparation of an ISO 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting
  • Communication during the audit
  • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
  • Audit test plans
  • Formulation of audit findings
  • Documenting nonconformities
  • Audit documentation
  • Quality review
  • Conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • ISO 20000 Surveillance audit
  • ISO 20000 internal audit management program

Duration:

5 Days

Exam Information:

  • Duration : 3 Hours
  • Question format : Essay-type questions
  • Exam language : English

Pre-requisite:

ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

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