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
- Basic knowledge of IT service management (ITIL or similar framework)
- Understanding of management systems
Audience
- IT professionals
- IT consultants and managers
- Quality professionals
Testimonials (5)
The fact that all the standard was reviewed and discussed with some examples, when needed and required.
Ioana
Course - ISO/IEC 27005 Information Security Risk Management
The training was well put together & very informative.
Siobhan Kavanagh - SEEC MM Ltd.,
Course - ISO 9001 Lead Implementer
The quizzes to reinforce the reading and the ability to ask questions at any time
Jonathan
Course - ISO 9001 Lead Auditor
Speed of response and communication
Bader Bin rubayan - Lean Business Services
Course - ISO/IEC 27001 Lead Implementer
Dereck's overall preparedness . Dereck has great communications' skills !!