ISO 20000 LEAD AUDITOR (I20000IA/LA)
The ISO 20000 Lead Auditor certification is designed to validate a professional’s knowledge and skills to audit IT Service Management Systems (SMS) in accordance with the ISO/IEC 20000-1 standard. This training provides the theoretical and practical foundation for conducting internal and external audits, ensuring that IT service providers meet international requirements for service quality, performance, and continuous improvement. The course combines theoretical sessions with practical workshops and is aligned with ISO 19011 auditing guidelines.
ADDRESSED TO
This certification is intended for: CIOs and IT executives IT/IS Auditors IT service management professionals Information Security and Quality managers IT consultants and process analysts Engineering professionals and students involved in IT service delivery and governance
PURPOSE
The purpose of this course is to:
- Understand and interpret the requirements of the ISO/IEC 20000-1 standard
- Develop auditing competencies in alignment with ISO 19011
- Acquire key concepts, terminology, and structures related to IT Service Management Systems (SMS)
- Learn to audit ISO/IEC 20000-1 requirements and identify continuous improvement opportunities
- Prepare professionals to lead or participate in ISO 20000 audits with confidence
MAIN TOPICS
1. Introduction and Background
- Overview of ISO/IEC 20000
- History and evolution of the standard
- Key changes in ISO/IEC 20000-1
2. What is an SMS?
- Definition and purpose of a Service Management System (SMS)
3. Terms and Definitions
- Key terminology for ISO/IEC 20000-1
- Plan-Do-Check-Act (PDCA) cycle and standard structure
4. Context of the Organization
- Understanding internal and external context
- Stakeholder needs and expectations
- Determining the scope of the SMS
- SMS structure and implementation
5. Leadership
- Leadership commitment
- Service management policies
6. Planning
- Risk and opportunity assessment
7. Support
- Resources and competencies
- Awareness and communication
- Documented information and knowledge
8. Operation
- Operational planning and control
- Service portfolio and agreements
- Demand, design, transition, resolution, and service assurance
9. Performance Evaluation
- Monitoring, measurement, analysis, and evaluation
- Internal audits and management reviews
- Service reporting
10. Improvement
- Nonconformities and corrective actions
- Continuous improvement
11. ISO 19011 Audit Module
- Overview of ISO 19011:2018
- Audit principles, types, and criteria
- Audit evidence and findings
- Roles and responsibilities of auditors and audit teams
- Audit planning and execution
- Interview techniques, time management, and handling challenges
- Writing nonconformities and final audit reports
- Follow-up and surveillance audits
Duration:
Duración:
Number of questions:
Minimum passing:
Available languages:
Second chance (free):
Take your exam online.
$150.00
