What is ISO 20000 Lead Auditor Course?
The ISO 20000 Lead Auditor Course is designed to provide learners with a comprehensive understanding of the ISO/IEC 20000 standard and the principles of auditing IT Service Management Systems (SMS). This course covers the entire audit lifecycle, in alignment with ISO 19011 guidelines.
Through hands-on exercises and real-world case studies, learners will develop the skills needed to perform internal and external audits, and ensure compliance with ISO/IEC 20000 requirements. The course also prepares learners for the ISO 20000 Lead Auditor certification exam, validating their ability to lead audits confidently and professionally.
This intensive 5-day ISO 20000 Lead Auditor Course by Oakwood International prepares learners to manage ITSM audits effectively and contribute to organisational IT service quality and compliance.
Course Objectives
To understand the ISO/IEC 20000 standard and its ITSM framework
To learn how to plan, conduct, and manage ITSM audits
To develop skills for identifying nonconformities and opportunities for improvement
To apply ISO 19011 guidelines for auditing management systems
To understand the roles and responsibilities of a lead auditor
To prepare detailed and actionable audit reports
To support organisations in achieving and maintaining ISO 20000 compliance
Upon completion, learners will be equipped to lead ITSM audits that improve service delivery, align with organisational goals, and ensure adherence to ISO/IEC 20000 requirements.
Course Outline
ISO 20000 Lead Auditor Course
Module 1: Information Technology Service Management (ITSM)
Business Case
Define the Scope of ITSMS
IT Service Management
Benefits of IT Service Management
ITSMS Policy
Documentation of Process and Procedures
Process Approach
Principles of Information Technology
Develop a Project Plan
Accounting the IT Services
Accounting and Budgeting
Module 2: Introduction and Background to ISO/IEC 20000
What is ISO/IEC 20000?
Benefits of ISO/IEC 20000
ISO/IEC 20000 – Parts
Module 3: Scope
General
Application
Module 4: Terms and Definitions
Introduction
Terms Specific to Management System Standards
Terms Specific to Service Management
Module 5: Context of the Organisation
Understanding the Organisation and its Context
Understanding the Needs and Expectations of Interested Parties
Determining the Scope of the Service Management System
Service Management System
Module 6: Introduction to Auditing
Define Auditing
Types of Audits
Audit Terminology
Benefits of Auditing
Module 7: Auditing Roles and Principles
Auditing Roles
Audit Team
Maintaining Confidentiality
Independence
Evidence-Based Approach
Integrity
Fair Presentation of Audit Reports
Module 8: Responsibilities of the Auditor
Management of Personnel
Preparing Checklist
Scope of Work
Managing an Audit Programme
Communication at All Levels of Organisation
Module 9: Skills and Competencies of an Internal Auditor
Personal Attributes
Skills
Knowledge
Module 10: Purpose of Internal Auditing
Detection
Sampling for Auditors
Nonconformities
Agreeing Nonconformities
Categories Nonconformities
Protection and Prevention
Corrective Action
Checking Corrective Action
Listing of Corrective Actions Requests
Module 11: Leadership
Leadership and Commitment
Policy
Organisational Roles, Responsibilities, and Authorities
Module 12: Planning
Actions to Address Risks and Opportunities
Service Management Objectives and Planning to Achieve Them
Plan the Service Management System
Module 13: Support of the Service Management System
Resources
Competence
Awareness
Communication
Documented Information
Knowledge
Module 14: Implementation Guidance and Types
Service Delivery Process
Resolution Process
Relationship Process
Control Process
Module 15: Control, Monitor, and Measure
Monitoring the Processes
Internal Auditor
Development of Metrics
Performance Indicators and Dashboards
Managing the Reviews
Implementation of the Continual Improvement Programme
Preparing Audits
Managing Contractual Disputes
Module 16: Operation of the Service Management System
Operational Planning and Control
Service Portfolio
Relationship and Agreement
Supply and Demand
Service Design, Build, and Transition
Resolution and Fulfilment
Service Assurance
Module 17: Introduction to Lead Auditor
Definition of Lead Auditor
Benefits of Auditing
Module 18: On-Site Auditing
On-Site Auditing Objectives
Conduct Interview
Create and Evaluate Checklist
Questionnaires for Data Collection
Conduct Document Review
Evaluate the Work Done
Provide Sample
Module 19: Remote Auditing
Introduction
Benefits of Remote Auditing
Barriers of Remote Auditing
Observe Work Through Surveillance at Workplace
Types of Surveillance
Enhancing Interaction Through Communication
Conduct Document Reviews with Auditees
Data Analysis
Module 20: Methods
Interviews
Observations
Review of Documents and Records
Module 21: Audit Report
Scope of Report
Identify the Criteria of the Report
Identification of Team
Dates and Locations Where Audit Activity is Conducted
Conclusion
Distribution of Lists
Follow Up the Action Plan
Identifying Good Practices
Confirmation that the Objective has been Achieved
Audit Plan Including Schedule
Module 22: Conducting ISO 20000 Audits
Communication During Auditing
Procedures and Test Plans
Audit Findings and Documentation
Module 23: Conclusion and Follow-Up
Conclusion
Follow-Up
Documentation
Quality Reviews
Closing Meetings
Evaluation of the Action Plan
Surveillance Audit
Internal Auditor Management Programme
Module 24: Performance Evaluation
Monitoring, Measurement, Analysis, and Evaluation
Internal Audit
Management Review
Service Reporting
Module 25: Improvement
Nonconformity and Corrective Action
Continual Improvement
Included
Included
- No course includes are available.
Offered In This Course:
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Video Content
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eLearning Materials
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Study Resources
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Completion Certificate
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Tutor Support
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Interactive Quizzes
Learning Options
Discover a range of flexible learning options designed to meet your needs. Select the format that best supports your personal growth and goals.
Online Instructor-Led Training
- Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.
Online Self-Paced Training
- Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.
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