ISO 20000:2018 Lead Auditor Training & Certification
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Learning objectives
By the end of this training course, the participants will be able to:
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Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1
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Interpret the ISO/IEC 20000-1 requirements for an SMS from the perspective of an auditor
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Evaluate the SMS conformity to ISO/IEC 20000-1 requirements, in accordance with the fundamental audit concepts and principles
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Plan, conduct, and close an ISO/IEC 20000-1 audit, in accordance with ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other best practices of auditing
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Manage an ISO/IEC 20000-1 audit program
Target audience
The ISO/IEC 20000 Lead Auditor training course is intended for:
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Auditors seeking to conduct and lead SMS audits
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Managers or consultants seeking to master the SMS audit process
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Individuals responsible for maintaining conformity to ISO/IEC 20000-1 requirements in an organization
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Technical experts seeking to prepare organizations for an SMS certification audit
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Expert advisors in service management
Prerequisites
The main requirements for participating in this training course are a fundamental understanding of ISO/IEC 20000-1 requirements and a comprehensive knowledge of audit principles.
Exam and Certification information
Duration: 01 hour
Number of Questions: 40 (Multiple Choice)
Pass mark: 26+ marks
Open book: No
Electronic equipment allowed: No
Certification journey
Course Outline
- ISO/IEC 20000 Standard
- Relationship with other frameworks and standards
- The Deming cycle and how it applies to ITSM
- Plan. Do. Check. Act
- Applicability and scope definition
- Terms specific to management system standards
- Terms specific to service management
- Understanding the organization and its context
- Understanding the needs and expectations of interested parties
- Determining the scope of the service management system
- Service management system
- Service management
- Actions to address objectives and planning to achieve them
- Establish objectives
- Plan to achieve objectives
- Plan the service management system
- Leadership and commitment
- Policy
- Establishing the service management policy
- Communicating the service management policy
- Organizational roles, responsibilities and authorities
- Resources
- Competence
- Awareness
- Communication
- Documented information
- Creating and updating documented information
- Control of documented information
- Service management system documented information
7.1 Operational planning and control
7.2 Service portfolio
- Service delivery, Plan the services
- Control of parties involved in the service lifecycle
- Service catalogue management
- Asset management, Configuration management
7.3 Relationship and agreement, General
- Business relationship management
- Service level management, Supplier management
7.4 Supply and demand
- Budgeting and accounting for services
- Demand management, Capacity management
7.5 Service design, build and transition
- Change management
- Service design and transition
- Release and deployment management
7.6 Resolution and fulfillment
- Incident management, Service request management
- Problem management
7.7 Service assurance
- Service availability management
- Service continuity management
- Information security management.
- Monitoring, measurement, analysis and evaluation
- Internal audit
- Management review
- Service reporting
- Nonconformity and corrective action
- Continual improvement
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