ISO/IEC 20000 Lead Auditor training enables you to develop the necessary expertise to perform an IT Service Management System (ITSMS) 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.
Who should attend?
Auditors seeking to perform and lead IT Service Management System (ITSMS) certification audits
Managers or consultants seeking to master an IT Service Management System audit process
Individuals responsible for maintaining conformance with ITSMS requirements
Technical experts seeking to prepare for an IT Service Management System audit
Expert advisors in IT Service Management
Introduction to IT Service Management Systems (ITSMS) and ISO/IEC 20000
Course objectives and structure
Standard and regulatory framework
Fundamental principles of service management
Service Management System (SMS)
Audit principles, preparation and launching of an audit
Fundamental audit concepts and principles
Audit approach based on evidence and risk
Initiating the audit
Stage 1 audit
Preparing the stage 2 audit (on-site audit)
Stage 2 audit (Part 1)
On-site audit activities
Stage 2 audit (Part 2)
Communication during the audit
Creating audit test plans
Drafting audit findings and non-conformity reports
Closing the audit
Documentation of the audit and its review
Closing the audit
Evaluating action plans by the auditor
Beyond the initial audit
Managing an internal audit programme
Competence and evaluation of auditors
Closing the training
If you can not participate this course, you can send someone else instead of you. If cancellation is done less than 14 days before the course start, we will charge 50% of the price. In case of no show without any cancellation, we will charge the whole price. Cancellation fee will also be charged in case of illness.