ISO 20000 Lead Auditor
ISO 20000 Lead Auditor – Master the Audit of IT Service Management Systems (ITSMS) This comprehensive course is designed for professionals seeking to gain the skills and knowledge necessary to audit an Information Technology Service Management (ITSM) system against the …
Overview
ISO 20000 Lead Auditor – Master the Audit of IT Service Management Systems (ITSMS)
This comprehensive course is designed for professionals seeking to gain the skills and knowledge necessary to audit an Information Technology Service Management (ITSM) system against the ISO/IEC 20000 standard. Participants will learn the principles and practices of conducting effective audits in compliance with international standards, enabling them to perform and lead ISO 20000 audits within organizations. The course covers the entire audit process, from planning and conducting the audit to reporting and follow-up.
Why should you attend?
The PECB ISO/IEC 20000 Lead Auditor training course provides you with the necessary knowledge and skills to conduct service management system (SMS) audits in accordance with widely recognized audit principles, procedures, and techniques. This training course has been developed to reflect the importance of an effective SMS audit. It aims to strengthen your skill set regarding the planning and conducting SMS audits in compliance with the requirements of ISO/IEC 17021-1, the recommendations of ISO 19011, and other best practices of auditing.
This training course also provides exercises, quizzes, and practical examples to help you understand the most important aspects of SMS audits. It elaborates, among others, on the practical aspects, such as the interpretation of ISO/IEC 20000-1 requirements in the context of an audit, the application of principles of auditing, the audit methods, the evidence collection and verification, the leading of an audit team, the drafting of nonconformity reports, and the preparation of the final audit report.
The successful completion of the training course is followed by an exam. If you pass the exam, you can apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” credential. The internationally recognized “PECB ISO/IEC 20000 Lead Auditor” certificate demonstrates your professional capabilities and your ability to audit an SMS based on ISO/IEC 20000-1.
Learning objectives
By the end of this training course, the participants will be able to:
- Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1
- Interpret the ISO/IEC 20000-1 requirements for an SMS from the perspective of an auditor
- Evaluate the SMS conformity to ISO/IEC 20000-1 requirements, in accordance with the fundamental audit concepts and principles
- Plan, conduct, and close an ISO/IEC 20000-1 audit, in accordance with ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other best practices of auditing
- Manage an ISO/IEC 20000-1 audit program
Educational approach
This training course is participant centered and contains:
- Theories, approaches, and best practices used in service management system audits
- Lecture sessions illustrated with practical examples
- Practical exercises based on a case study and discussions
- Interaction between participants by means of questions and suggestions
- Exercises tailored to prepare the participants for the certification exam
Course Agenda
Day 1: Introduction to the SMS and the ISO/IEC 20000 family of standards
- Training course objectives and structure
- Standard and regulatory framework
- Certification process
- Fundamental concepts of service management and the SMS
- ISO/IEC 20000-1 requirements for an SMS, clauses 4-10
Day 2: Audit principles and the preparation for and initiation of an audit
- Fundamental audit concepts and principles
- The impact of trends and technology in auditing
- Evidence-based auditing
- Risk-based auditing
- Initiation of the audit process
- Stage 1 audit
Day 3: On-site audit activities
- Preparing for stage 2 audit
- Stage 2 audit
- Communication during the audit
- Audit procedures
- Creating audit test plans
Day 4: Closing of the audit
- Drafting audit findings and nonconformity reports
- Audit documentation and quality review
- Closing of the audit
- Evaluation of action plans by the auditor
- Beyond the initial audit
- Managing an internal audit program
- Closing of the training course
Day 5: Certification Exam
The “PECB Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). It covers the following competency domains:
- Domain 1: Fundamental principles and concepts of a service management system
- Domain 2: Service management system requirements
- Domain 3: Fundamental audit concepts and principles
- Domain 4: Preparing an ISO/IEC 20000 audit
- Domain 5: Conducting an ISO/IEC 20000 audit
- Domain 6: Closing an ISO/IEC 20000 audit
- Domain 7: Managing an ISO/IEC 2000 audit program