ISO/IEC 20001:2018 IT Service Management: Lead Auditor Training

This course teaches a general understanding of the concepts of the ISO 20000-1:2018 standard and the principles and practices of leading management systems and process audits in accordance with ISO 19011:2018, “Guidelines on Auditing Management Systems.” Experienced instructors explain the clauses of ISO 20000-1:2018 in detail and guide students through the entire audit process, from managing an audit program to reporting on audit results. Students gain necessary auditing skills through a balance of formal classroom tutorials, role-playing, group workshops, and open forum discussions.

Objectives

Understand IT service management definitions, concepts, and guidelines
Understand the purpose of the ISO 20000 series
Understand the roles and responsibilities of the auditor
Apply ISO 19011:2018 concepts, new terminology and guidelines
Understand the types of risks and opportunities associated with auditing
Recognize the principles, practices, and types of audits
Conduct all phases of an audit adopting a risk based approach
Prepare and present effective reports
Understand Exemplar Global’s certification scheme
Understand the role of objectives, scope and criteria in the audit process
Conduct audit team selection
Initiate the audit and conducting opening meetings
Understand audit team leader responsibilities
Communicate effectively during the audit
Apply the latest auditor techniques and identify appropriate use
Conduct on-site activities
Prepare audit conclusions and conduct closing meetings

Outline

Consolidate knowledge of IT services management systems
Detailed understanding of ISO/IEC 20000 in the context of an audit
Plan, lead and manage an ISO/IEC 20000 audit
Conduct opening and closing meetings and interviews
Integrate other management system audits

Audience

Individuals interested in conducting first-party, second-party, and third-party audits
Management Representatives
Information Security Officers
Managers
Security Consultants