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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

  • Foundational knowledge of IT service management (ITIL or a similar framework).
  • Understanding of management systems.

Audience

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

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