ISO 20000-1:2018 Information Technology Service Management Lead Auditor

ISO/IEC 20000 Lead Auditor training course enables you to develop the necessary expertise to perform a Service Management System (SMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.
After acquiring the necessary expertise to perform this audit, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Auditor” credential. By holding a PECB Lead Auditor Certificate, you will demonstrate that you have the capabilities and competencies to audit organizations based on best practices.

Learning objectives

Understand the operations of a Service Management System (SMS) based on ISO/IEC 20000.
Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks.
Understand an auditor’s role to: plan, lead and follow-up on a management system audit in accordance with ISO 19011.
Learn how to lead an audit and audit team.
Learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an SMS audit.
Acquire the competencies of an auditor to: plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO 19011.

Who should attend?

Auditors seeking to perform and lead a Service Management System (SMS) certification audits
Managers or consultants seeking to master a service management system audit process
Individuals responsible for maintaining conformance with SMS requirements
Technical experts seeking to prepare for a service management system audit
Expert advisors in service management

Course Content:

Introduction to ISO/IEC 20000 and initiation of an ITSMS
Course objectives and structure
Normative and regulatory framework
Fundamentals of service management
Service Management System (SMS) based on ISO/IEC 20000
Initiating the SMS implementation
Understanding the organization and clarifying the SMS objectives
Analysis of existing management system h Formalization and approval of the SMS project

Plan the implementation of an ITSMS
Service Management System
SMS scope
Policies for SMS
Management responsibility
Documentation requirements
Process design
Training, awareness and communication

Implementing an ITSMS
Implementation of new or changed services
Service delivery processes
Relationship Management
Resolution Process
Control Processes

Controlling, monitoring and measuring and improving an SMS; certification audit of an SMS
Controlling and Monitoring an SMS Measurement of the SMS
Internal audit h Management Review
Continual improvement management
Preparing for the certification audit
Competence and evaluation of implementers
Closing the training

Certification Exam Preparation

Crusoe CPD: This course qualifies for Thirty-One (31) CPDs.

Prerequisites : A fundamental understanding of ISO/IEC 20000-1 and comprehensive knowledge of audit principles.

International Student Fee : 1,000 USD | 3,750 SAR | 3,750 AED

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