ISO/IEC 20000-1:2018 Lead Auditor Training Course

ISO/IEC 20000-1:2018 Lead Auditor Training Course (2311)

The aim of this course is to provide students with the knowledge and skills required to perform first, second and third-party audits of IT service management systems against ISO/IEC 20000-1, in accordance with ISO 19011 and ISO 17021, as applicable.

Course Details

In detail, the training course will provide students with the basis to become a competent Lead Auditor, amongst others via the following:

  • explain the purpose of an IT service management system (ITSMS)
  • Plan, conduct, report and follow up an audit of an IT service management system to establish conformance with ISO 20000 and in accordance with ISO 19011
  • benefits of an IT service management system
  • benefits of a third-party accredited certification
  • concepts and terminology defined in the standard
  • writing nonconformity reports
  • explain the purpose and differences between first-, second- and third-party audits.

Successful completion of the course (including examination) will result in the issue of a certificate which may be used to support an application to become registered as an IRCA auditor. Being certified as an IRCA auditor is a clear statement that you are a recognized, qualified and capable auditing professional.

Recommended prior knowledge

The students are expected to know the core elements of a management system with the interrelationship between context of the organization, management commitment, policy, planning, operation, performance evaluation and continual improvement. Furthermore the knowledge about Service Management is expected:

  • principles and concepts of service management
  • the requirements of ISO/IEC 20000-1
  • the relationship between organisational objectives and the delivery of services
  • concepts of organisational governance through financial management and risk management
  • typical issues and interested parties relevant to an SMS and services, and their typical requirements
  • the influence of organisational processes on service demands and the impact of changing those processes
  • variety of technologies used to deliver services
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