Course Outline

Introduction and Overview of ISO/IEC 20000

  • Introduction to IT service management and ISO/IEC 20000
  • Key concepts and principles of ITSM
  • Overview of the ISO/IEC 20000 standard structure and key clauses
  • Comparison with other frameworks (e.g., ITIL)
  • The role of ISO/IEC 20000 in continuous improvement

ISO/IEC 20000 Audit Principles and Planning

  • Understanding the audit process: Types of audits, scope, and criteria
  • Roles and responsibilities of a lead auditor
  • The audit lifecycle: planning, preparation, and execution
  • Risk-based auditing approach
  • Developing an audit plan and checklist preparation

Conducting the Audit

  • Conducting opening meetings and setting audit expectations
  • Interviewing techniques and gathering objective evidence
  • Managing audit team dynamics and ensuring audit trail integrity
  • Identifying and documenting non-conformities

Reporting and Follow-up

  • Preparing the audit report: essential components and best practices
  • Communicating findings to management
  • Corrective actions and follow-up process for non-conformities
  • Conducting closing meetings and concluding the audit

Certification Process and Exam Preparation

  • Certification process overview for ISO/IEC 20000
  • Managing an audit program and audit schedule
  • Professional conduct and ethics for auditors
  • Review of key topics and sample exam questions
  • Mock examination and feedback session

Summary and Next Steps

Requirements

  • Basic knowledge of IT service management (ITIL or similar framework)
  • Understanding of management systems

Audience

  • IT professionals
  • IT consultants and managers
  • Quality professionals
 35 Hours

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