Lead Auditor ISO 20000 – ITSM

About ISO 20000:

The ISO 20000 IT Service Management System Auditor course aims to provide participants with the necessary skills and knowledge to plan, implement and prepare IT Service Management System audit reports in accordance with this standard. The course includes the following topics:

1. Understanding the Standard Requirements:

This section aims to provide a comprehensive understanding of the standards to be audited:

• Introduction to ITSM: basic concepts, objectives, and terminology.
• Overview of the ISO/IEC 20000 series: Understanding the relationship between Part 1 (Requirements) and the other parts (Guidance and Comparison).
• Understanding the requirements of ISO/IEC 20000-1: A thorough interpretation of the standard’s provisions, with a focus on the PDCA (Plan-Do-Check-Act) cycle in the context of service management.
• Relationship of the standard to the ITIL framework: Understanding the similarities and differences and how to apply them.
• Defining the scope of a Service Management System (SMS): How to identify the services and organization being audited.
• Concepts, importance, and basic principles: The basic principles and concepts of service management and the plan-implement-check-act cycle.
• A detailed explanation of the requirements of the standard (e.g., context, leadership, planning, support, operation, performance evaluation, and improvement).
• The relationship between ISO 20000 and other management systems (e.g., ISO 9001).
• Identification of risks, opportunities, and the actions required to address them.

2. Implementing a IT Service Management System

• Identifying internal and external stakeholders.
• Roles and responsibilities of senior management.
• Identifying risks and opportunities, setting strategic objectives and policies.
• Resources, competencies, awareness, communication, and document control.
• Operations (planning and controlling service delivery, service management processes such as incident management, problems, change, capacity, availability, service continuity, etc.).
• Monitoring and measurement, internal audit, and management review.
• Nonconformities, corrective actions, and continuous improvement.

3. Audit Principles and Guidelines

This section focuses on the methodological foundations of the audit process:

• Audit principles according to the International Standard (19011) Guidelines for Auditing Management Systems.
• The role and responsibilities of the internal auditor according to the standard.
• The competencies and personal characteristics required for the auditor.
• Auditing the IT Service management system
• Assessing and analyzing security threats and risks and selecting audit processes.

4. Audit Guidelines:

Discuss this topic based on the empirical foundations of the audit process:

• Preparing the home’s environmental audit program.
• Defining the scope and objectives of the audit.
• Various types of audit items.
• Preparing checklists.
• Organizing the kickoff meeting.
• Evaluating and analyzing surgical procedures and risks.

5. Case Studies and Practical Exercises:

• Analyzing Real Scenarios.
• Simulating Audits.
• Discussing Potential Nonconformities.

6. Preparing for the Final Exam

• Comprehensive Review of the Material.
• Sample Questions.
• Exam Passing Strategies.