Security / Governance, Risk & Compliance

ISO/IEC 20000 Lead Auditor (ISO/IEC 20000 Lead Auditor).

ISO/IEC 20000 Lead Auditor training allows you to develop the knowledge necessary to conduct IT Service Management System (ITSMS) audits by applying widely recognized auditing principles, procedures and techniques. During this training you will gain in-depth knowledge and skills in planning and conducting internal and external audits in accordance with the ISO 19011 and ISO/IEC 17021-1 certification process.

Issues

IT Service Management System (ITSMS).
ISO/IEC 20000-1 Standard
ITSMS audits
ISO 19011
ISO/IEC 17021-1
Principles of auditing IT services
ITSMS audit planning
Audit techniques
Audit program
Audit reporting
ITIL/ITSM
Managing the audit team

Benefits

Understand the operation of the IT Service Management System based on ISO/IEC 20000-1
Master the auditor's role in planning, conducting and monitoring an ITSMS audit
They will learn how to plan, conduct, report and monitor an ITSMS audit

Who is this training for?

Auditors willing to perform and conduct ITSMS certification audits

Managers or consultants who want to master the ITSMS audit process

ITIL/ITSM professionals and IT managers

Prerequisites

Basic knowledge of IT Service Management Systems.
Knowledge of the requirements of the ISO/IEC 20000-1 standard
Experience working with IT services (preferred)
Knowledge of ITIL (preferred)

Training program

Introduction to ISO/IEC 20000-1 — objectives, scope, structure, requirements for IT Service Management System (ITSMS)
IT Service Management System — concept, components, PDCA cycle, relationship with ITIL and other frameworks
Service management processes — service portfolio, service level management (SLA), service catalog, capacity management, availability
Audit principles (ISO 19011) — integrity, fair presentation, professionalism, confidentiality, independence, evidence-based approach
Auditor competencies — knowledge, skills, personal attributes, ethics, continuous professional development
Exercises: ISO 20000-1 requirements analysis, identification of ITSMS processes for audit

Audit program — program management, objectives, scope, schedule, resources, program risk
Audit planning — audit objectives, criteria, scope, audit plan, task allocation within the audit team
Documentation review — analysis of policies, procedures, SLAs, service catalogs, reports, records
Checklist preparation — audit questions for key ISO 20000 processes (incident, problem, change, release)
Evidence collection techniques — interviews, observation, document review, data analysis, sampling
Exercises: developing an audit plan, preparing checklists for ITSMS processes

Opening meeting — purpose, agenda, scope confirmation, logistics, communication
Service management process auditing — incident management, problem management, change management, release management
Support process auditing — configuration management (CMDB), information security management, supplier management
Nonconformity identification — major vs minor, observations, audit evidence, objectivity, documentation
Audit interview techniques — open and closed questions, sampling, cross-verification
Exercises: ITSMS audit simulation (role-playing), nonconformity identification and documentation

Closing meeting — presenting findings, communicating nonconformities, agreeing on corrective actions
Audit report — structure, content, conclusions, recommendations, nonconformity classification, distribution
Corrective actions — verification, follow-up, nonconformity closure, effectiveness evaluation
Audit team management — roles (Lead Auditor, auditors, technical experts), coordination, communication
Certification vs surveillance audit — differences, ISO/IEC 17021-1 requirements, certification body expectations
Exercises: writing an audit report, presenting findings, developing a corrective action plan

ISO/IEC 20000-1 requirements summary — review of key clauses and processes
ITSMS integration with other management systems — ISO 27001 (security), ISO 9001 (quality), ISO 22301 (continuity)
Case studies — ITSMS audit analysis in organizations of various scales
PECB certification preparation — exam format, question types, passing strategies
Practice exam — PECB Certified ISO/IEC 20000 Lead Auditor exam simulation
PECB certification exam (optional) — written exam leading to PECB Certified ISO/IEC 20000 Lead Auditor certificate

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

What are the prerequisites for this training?

For ISO/IEC 20000 Lead Auditor (ISO/IEC 20000 Lead Auditor). we recommend: Basic knowledge of IT Service Management Systems.; Knowledge of the requirements of the ISO/IEC 20000-1 standard; Experience working with IT services (preferred).

What is the format and duration of this training?

The training lasts 5 days and is available in online and on-site format. Sessions run from 9:00 AM to 4:00 PM. We can also customize the schedule to fit your team's needs.

Who is this training designed for?

This training is designed for: Auditors willing to perform and conduct ITSMS certification audits; Managers or consultants who want to master the ITSMS audit process; ITIL/ITSM professionals and IT managers.