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:

  • vedio Video Content
  • elearning eLearning Materials
  • exam Study Resources
  • certificate Completion Certificate
  • study Tutor Support
  • workbook Interactive Quizzes
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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.

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  • Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.

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