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
- Foundational knowledge of IT service management (ITIL or similar framework)
- Understanding of management systems
Target Audience
- IT professionals
- IT consultants and managers
- Quality professionals
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 6500 € + VAT*
Contact us for an exact quote and to hear our latest promotions
Testimonials (4)
Theory followed by practical examples and exercices. Job well done!
Vincenzo Delle Donne - Department of National Defence
Course - ISO 37301 Compliance Management System
the expertise & knowledge of the trainer
Erica DeRosa DeRosa - Aecon Group INc.
Course - ISO 37001 Anti-Bribery Management System
With both my 2022 ISO 9001 audit prep-related training & the recently completed ISO 9001 audit prep refresher course; Dereck has helped me significantly with regards to gaining a new & practical perspective of the ISO 9001:2015 clauses & sections & how they apply to our business. Dereck has also helped me with both training courses --- to improve my ISO-related communications both with our company's employees and the external ISO Auditors .
Dana Foster - Corrigan Oil Company
Course - ISO 9001 Foundation
Speed of response and communication