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ISO 20000 Lead Auditor Training Course


Course Overview

This training course is designed for those who wish to become IT Service Management System (ITSMS) auditor/Lead Auditor and is based on ISO 20000-1:2005. This five-day intensive course enables participants to develop the expertise needed to audit an Information Technology Service Management System (ISO 20000) and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this interactive training, the participant will acquire the skills and knowledge needed to proficiently plan and perform audits compliant with the certification process of standard 20000:2005. Based on practical exercises, the participant will develop the abilities (mastering audit techniques) and skills (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to the efficient conducting of an audit.

Course Objective

  • Understanding the application of the information technology service management system in the ISO 20000:2005 context.
  • Understanding the relationship between the information technology service management system, including the management processes and requirements, and the various stakeholders.
  • Understanding audit principles, procedures and techniques, and being able to apply them in an ISO 20000 audit framework.
  • Understanding the legal, statutory, regulatory or contract obligations relevant during an ITSMS audit.
  • Acquiring the personal skills required to perform an audit in an effective and cost-effective manner, and managing an audit team.
  • Preparing and completing an audit report

Course Benefits

Following main topics suitably supported with a number of Exercises
(Individual as well Team Exercises) are covered.

  • ITSMS concepts & benefits
  • ISO 20000-1:2000 Requirements
  • Correlation with other relevant standards
  • ITSMS Processes
  • Audit management standard
  • Audit fundamentals
  • Audit planning
  • Audit execution
  • Audit reporting
  • Audit follow-up
  • ITSMS certification process
  • Examination