close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

ISO 20000 Training courses

Online Instructor-led (5 days)

Classroom (5 days)

Online Self-paced (40 hours)

ISO 20000 Lead Auditor Course Outline

This ISO 20000 Lead Auditor certification consists of 26 modules, which will cover the following content:

Module 1: Information Technology Service Management (ITSM)

  • Business case and initial design of the ITSMS
  • Define the scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS policy
  • Documentation of process and procedures
  • Define management systems and process approach
  • Presentation of standards and their comparisons
  • Fundamental principles of Information Technology
  • Preliminary analysis and determining the level of existing 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: Introduction ISO/IEC 20000-1:2011

  • ISO/IEC 20000-1: 2011
  • Key differences - ISO 20000 & ITIL®
  • ITIL® life cycles
  • Clauses ISO/IEC 20000-1: 2011

Module 4: Service Management System (SMS)

  • Management responsibility
  • Governance of processes operated by other parties
  • Document management
  • Establish and improve the SMS
  • Resource management

Module 5: Design & Transition of New or Changed Services

Module 6: Introduction to Auditing

  • Define auditing
  • Types of audit
    • Internal
    • External
  • Audit terminology
  • Benefits of auditing

 Module 7: Auditing Roles and Principles

  • Auditor
  • Auditee
  • Audit team
  • Guides and observers
  • Lead auditor
  • Audit management
  • Maintaining confidentiality
  • Independence
  • Evidence-based approach
  • Integrity
  • Fair presentation of audit reports

 Module 8: Responsibilities of the Auditor

  • Management of personnel
  • Preparation checklists
  • Scope of work
  • Managing audit programmes
  • Communication at all levels of organisation

 Module 9: Skills and Competencies of an Internal Auditor

  • Personal attributes
  • Knowledge
  • Skills
  • Education and experience

Module 10: Purpose of Internal Auditing

  • Detection
  • Protection
  • Prevention

 Module 11: Audit Procedures

  • Initialise the report
  • Prepare activities
  • Prepare plans
  • Assigning the work to the team
  • Preparing documents
  • Conduct open meeting
  • Prepare and distribute reports
  • Complete the audit
  • Conduct a follow-up

Module 12: Audit triangle

  • Question
  • Check
  • Observe

Module 13: Audit template/work documents

  • Audit requirements
  • Audit documents

Module 14: Complete Management

  • Service level management
  • General requirements
  • Service catalogue
  • Service level agreement
  • Supportive agreements
  • Service process

Module 15: Scope

  • Scope definition
  • Scope consideration
  • Scope statement
  • Scope agreement
  • Guidelines

Module 16: Launching and Implementing

  • Configuration and release management
  • Change management
  • Management of capacity and availability
  • Service continuity

Module 17: The Administration of Information Security

  • IT security policies
  • Security risks assessment
  • Controls
  • Documents and records
  • Managing the operations

Module 18: Implementation Guidance and Types

  • Service delivery process
    • Service reporting
    • Service continuity and availability management
    • Budgeting and accounting for services
    • Capacity management
    • Information security management
  • Resolution process
    • Incident and service request management
    • Problem management
  • Relationship process
    • Business relations
    • Regular reviews
    • Customer satisfaction measurement
    • Service complaints
    • Supplier
    • Contract
    • Service definition
    • Terminating contract
  • Control process
    • Configuration management
    • Change management
    • Release and deployment management

Module 19: Control, Monitor, and Measure

  • Monitoring the processes
  • Internal auditor
  • Development of metrics
  • Performance indicators and dashboards
  • Managing the reviews
  • Implementation of the continual improvement program
  • Preparing audits
  • Managing contractual disputes

Module 20: Introduction to Lead Auditor

  • Definition of Lead Auditor

Module 21: On-Site Auditing

  • Conduct interview
  • Create and evaluate checklist
  • Questionnaires for data collection
  • Conduct document review
  • Evaluate the work done
  • Provide sample

Module 22: Remote Auditing

  • Observe work through surveillance at the workplace
  • Enhancing interaction through communication
  • Conduct document reviews with auditees
  • Data analysis

Module 23: Methods

  • Methods of collecting information
  • Interviews
  • Observations
  • Review of documents and records

Module 24: Audit Report

  • Objectives of the report
  • Scope of report
  • Identify the criteria of the report
  • Identification of team
  • The 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 25: Conducting ISO 20000 Audits

  • Communication during auditing
  • Procedures and test plans
  • Audit findings and documentation

Module 26: Conclusion and Follow-Up

  • Documentation
  • Quality reviews
  • Closing meetings
  • Evaluation of the action plan
  • Surveillance audit
  • The internal auditor management program

Show moredown

Who should attend this ISO 20000 Training Course?

This course is designed for any individual who needs the skills to complete both internal and external audits. This training would be especially useful for:

  • Internal auditors
  • Quality managers
  • Engineers
  • Executives
  • Project Managers and Consultants

Prerequisites

As a prerequisite of this training course delegates must have completed the ISO 20000 Foundation certification. Candidates must also have a basic knowledge of auditing to ensure that they fully understand the content of the course and gain sufficient skills.

ISO 20000 Lead Auditor Course Overview

This 5-day ISO 20000 Lead Auditor certification aims to build on the knowledge ascertained in the ISO 20000 Internal Auditor training course. Therefore, by the completion of this training delegates will have the ability to complete both internal and external audits. In addition, this course will provide candidates with information about successful reporting, procedures, principles, and techniques.

This training course aims to produce an individual who can lead a team of auditors in planning and reporting audits, as well as taking action with issues that are impeding the organisation. This is pivotal for a company to achieve its set goals and improve or sustain success.

This ISO 20000 Lead Auditor is the third of four courses that will enable delegates to obtain the full ISO 20000 certification. Prior to this course, candidates can complete the ISO 20000 Foundation course and the ISO Internal Auditor training course. The final course within this series is the ISO 20000 Lead Implementer training.

Show moredown

What's included in this ISO 20000 Training Course?

This ISO training course includes the following:

  • The ISO 20000 Lead Auditor Examination
  • The Knowledge Academy ISO 20000 Lead Auditor Manual 
  • Certificate
  • Experienced Instructor 
  • Refreshments 

ISO 20000 Lead Auditor Examination

In order to complete this ISO 20000 Lead Auditor training course, delegates must pass the associated examination. The exam will take place at the end of the final day of the course, when all content has been covered. The exam is:

  • 30 questions
  • Multiple choice
  • 40 minutes in duration
  • 50% pass mark (15/30)
  • Closed book

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

ISO 20000 Foundation Course Outline

This course will teach delegates the fundamentals of ISO 20000. These modules will cover the following content:

Module 1: Information Technology Service Management (ITSM)

  • Business case and initial design of the ITSMS
  • Define the scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS policy
  • Documentation of process and procedures
  • Define management systems and process approach
  • Presentation of standards and their comparisons
  • Fundamental principles of Information Technology
  • Preliminary analysis and determining the level of existing 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: Introduction ISO/IEC 20000-1:2011

  • ISO/IEC 20000-1: 2011
  • Key differences - ISO 20000 & ITIL®
  • ITIL® life cycles
  • Clauses ISO/IEC 20000-1: 2011

Module 4: Service Management System (SMS)

  • Management responsibility
  • Governance of processes operated by other parties
  • Document management
  • Establish and improve the SMS
  • Resource management

Module 5: Design & Transition of New or Changed Services

Show moredown

Who should attend this ISO 20000 Training Course?

This ISO 20000 Foundation certification is designed for any individual who would like to increase their customer satisfaction and the quality of their services, whilst reducing costs. Specifically, this course would be beneficial for:

  • Managers (especially those in quality and production)
  • Supervisors
  • IT professionals
  • Auditors
  • Individuals who would be responsible for implementing change

Prerequisites

As a Foundation level course, there are no prerequisites for enrolling. However, an understanding of IT services and ITIL® would be beneficial for candidates to ensure that they fully understand the content of the course.

ISO 20000 Foundation Course Overview

This 1-day ISO 20000 Foundation training course aims to provide delegates with an introduction to how their organisation’s services must be managed, measured, and reviewed to ensure that corporate and customer specifications are met. On completion of this course, candidates will have an understanding of how their business strategy can be aligned with IT facilities to increase business outputs, whilst lowering costs.

ISO 20000 is an international standard, therefore it provides organisations with guidelines as to how best practice can be achieved. This allows companies to assess how they can improve their processes and reach visible benchmarks that prove the success of change.

This ISO 20000 Foundation course is the first part of the four stages ISO 20000 certification that will produce a fully competent ISO user, who can implement the skills and knowledge obtained throughout the training to their organisation. The following three stages are ISO 20000 Internal Auditor, ISO 20000 Lead Auditor, and ISO 20000 Lead Implementer

Show moredown

What's included in this ISO 20000 Training Course?

This 20000 training course includes:

  • The ISO 20000 Foundation Examination
  • The Knowledge Academy ISO 20000 Foundation Manual 
  • Certificate
  • Experienced Instructor 
  • Refreshments 

ISO 20000 Foundation Examination

In order to complete this ISO 20000 Foundation training course, delegates must pass the associated examination, which will be taken at the end of the day when all content has been covered. The exam is:

  • 30 questions
  • Multiple choice
  • 40 minutes in duration
  • 50% pass mark (15/30)
  • Closed book

Show moredown

Online Instructor-led (2 days)

Classroom (2 days)

Online Self-paced (16 hours)

ISO 20000 Internal Auditor Outline

This training course consists of 13 modules, which will cover the following:

Module 1: Information Technology Service Management (ITSM)

  • Business case and initial design of the ITSMS
  • Define the scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS policy
  • Documentation of process and procedures
  • Define management systems and process approach
  • Presentation of standards and their comparisons
  • Fundamental principles of Information Technology
  • Preliminary analysis and determining the level of existing 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: Introduction ISO/IEC 20000-1:2011

  • ISO/IEC 20000-1: 2011
  • Key differences - ISO 20000 & ITIL®
  • ITIL® life cycles
  • Clauses ISO/IEC 20000-1: 2011

Module 4: Service Management System (SMS)

  • Management responsibility
  • Governance of processes operated by other parties
  • Document management
  • Establish and improve the SMS
  • Resource management

Module 5: Design & Transition of New or Changed Services

Module 6: Introduction to Auditing

  • Define auditing
  • Types of audit
    • Internal
    • External
  • Audit terminology
  • Benefits of auditing

 Module 7: Auditing Roles and Principles

  • Auditor
  • Auditee
  • Audit team
  • Guides and observers
  • Lead auditor
  • Audit management
  • Maintaining confidentiality
  • Independence
  • Evidence-based approach
  • Integrity
  • Fair presentation of audit reports

 Module 8: Responsibilities of the Auditor

  • Management of personnel
  • Preparation checklists
  • Scope of work
  • Managing audit programmes
  • Communication at all levels of organisation

 Module 9: Skills and Competencies of an Internal Auditor

  • Personal attributes
  • Knowledge
  • Skills
  • Education and experience

Module 10: Purpose of Internal Auditing

  • Detection
  • Protection
  • Prevention

 Module 11: Audit Procedures

  • Initialise the report
  • Prepare activities
  • Prepare plans
  • Assigning the work to the team
  • Preparing documents
  • Conduct open meeting
  • Prepare and distribute reports
  • Complete the audit
  • Conduct a follow-up

Module 12: Audit triangle

  • Question
  • Check
  • Observe

Module 13: Audit template/work documents

  • Audit requirements
  • Audit documents

 

Show moredown

Who should attend?

This ISO 20000 Internal Auditor certification is designed for any individual who would like to develop their skills in internal auditing. This training course would be especially beneficial for:

  • Managers (especially those in quality and production)

  • Supervisors

  • IT professionals

  • Prospective auditors

  • Individuals who would be responsible for implementing change

 

Prerequisites

There are no formal prerequisites for this ISO 20000 Internal Auditor training course. However, we recommend completing the ISO 20000 Foundation certification before studying.

ISO 20000 Internal Auditor Overview

This ISO 20000 Internal Auditor certification course aims to develop a candidate's ability to complete an internal audit that matches up to the best practise guidelines of the ISO 20000 standard. Throughout the training course, candidates will learn the full process of an internal audit from start to finish, covering planning, reporting, and taking action after the audit has been completed.

The aim of this ISO 20000 Internal Auditor training is to improve the processes within an organisation, enabling them to meet goals through, for example, the management of risk. Therefore, efficient auditing is pivotal for the success of a company, allowing for the ability to generate, implement, and maintain audit reports desirable qualities for an individual.

This ISO 20000 Internal Auditor course is the second part of the four stage ISO 20000 certification. The first part of this certification is the ISO 20000 Foundation and the ISO 20000 Internal Auditor is preceded by the ISO 20000 Lead Auditor and ISO 20000 Lead Implementer. The completion of all four parts will result in a fully competent user of the ISO 20000 standard. 

Show moredown

ISO 20000 Internal Auditor Examination

In order to complete this ISO 20000 Internal Auditor training course, candidates must pass an examination. This will take place at the end of the final day after all course content has been covered. The exam is:

  • 30 questions

  • Multiple choice

  • 40 minutes in duration

  • 50% pass mark (15/30)

  • Closed book

 

This ISO 20000 Internal Auditor training course includes:

  • The ISO 20000 Internal Auditor Examination

  • The Knowledge Academy ISO 20000 Internal Auditor Manual 

  • Certificate

  • Experienced Instructor 

  • Refreshments 

Show moredown

Online Instructor-led (3 days)

Classroom (3 days)

Online Self-paced (24 hours)

ISO 20000 Lead Implementer Course Outline

This ISO 20000 Lead Implementer training course is made up of 19 modules. These modules will cover the following content:

Module 1: Information Technology Service Management (ITSM)

  • Business case and initial design of the ITSMS
  • Define the scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS policy
  • Documentation of process and procedures
  • Define management systems and process approach
  • Presentation of standards and their comparisons
  • Fundamental principles of Information Technology
  • Preliminary analysis and determining the level of existing 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: Introduction ISO/IEC 20000-1:2011

  • ISO/IEC 20000-1: 2011
  • Key differences - ISO 20000 & ITIL®
  • ITIL® life cycles
  • Clauses ISO/IEC 20000-1: 2011

Module 4: Service Management System (SMS)

  • Management responsibility
  • Governance of processes operated by other parties
  • Document management
  • Establish and improve the SMS
  • Resource management

Module 5: Design & Transition of New or Changed Services

Module 6: Introduction to Auditing

  • Define auditing
  • Types of audit
    • Internal
    • External
  • Audit terminology
  • Benefits of auditing

 Module 7: Auditing Roles and Principles

  • Auditor
  • Auditee
  • Audit team
  • Guides and observers
  • Lead auditor
  • Audit management
  • Maintaining confidentiality
  • Independence
  • Evidence-based approach
  • Integrity
  • Fair presentation of audit reports

 Module 8: Responsibilities of the Auditor

  • Management of personnel
  • Preparation checklists
  • Scope of work
  • Managing audit programmes
  • Communication at all levels of organisation

 Module 9: Skills and Competencies of an Internal Auditor

  • Personal attributes
  • Knowledge
  • Skills
  • Education and experience

Module 10: Purpose of Internal Auditing

  • Detection
  • Protection
  • Prevention

 Module 11: Audit Procedures

  • Initialise the report
  • Prepare activities
  • Prepare plans
  • Assigning the work to the team
  • Preparing documents
  • Conduct open meeting
  • Prepare and distribute reports
  • Complete the audit
  • Conduct a follow-up

Module 12: Audit triangle

  • Question
  • Check
  • Observe

Module 13: Audit template/work documents

  • Audit requirements
  • Audit documents

Module 14: Complete Management

  • Service level management
  • General requirements
  • Service catalogue
  • Service level agreement
  • Supportive agreements
  • Service process

Module 15: Scope

  • Scope definition
  • Scope consideration
  • Scope statement
  • Scope agreement
  • Guidelines

Module 16: Launching and Implementing

  • Configuration and release management
  • Change management
  • Management of capacity and availability
  • Service continuity

Module 17: The Administration of Information Security

  • IT security policies
  • Security risks assessment
  • Controls
  • Documents and records
  • Managing the operations

Module 18: Implementation Guidance and Types

  • Service delivery process
    • Service reporting
    • Service continuity and availability management
    • Budgeting and accounting for services
    • Capacity management
    • Information security management
  • Resolution process
    • Incident and service request management
    • Problem management
  • Relationship process
    • Business relations
    • Regular reviews
    • Customer satisfaction measurement
    • Service complaints
    • Supplier
    • Contract
    • Service definition
    • Terminating contract
  • Control process
    • Configuration management
    • Change management
    • Release and deployment management

Module 19: Control, Monitor, and Measure

  • Monitoring the processes
  • Internal auditor
  • Development of metrics
  • Performance indicators and dashboards
  • Managing the reviews
  • Implementation of the continual improvement program
  • Preparing audits
  • Managing contractual disputes

Show moredown

Who should attend this ISO 20000 Training Course?

This ISO 20000 Lead Implementer certification is designed for individuals who are responsible for implementing IT Service Management Systems. Specific individuals who would benefit from this training include:

  • Project managers
  • Quality managers
  • Auditors
  • Executives
  • Engineers
  • Members of a service team

Prerequisites

In order to enrol on this training course, delegates must have prior knowledge of the ISO 20000 Foundation training, experience in auditing and knowledge of ITIL®. 

ISO 20000 Lead Implementer Course Overview

This ISO 20000 Lead Implementer training consists of a 3-day course that will teach delegates how an IT Service Management System can be efficiently established, implemented, managed, and maintained. This will include applying the correct approaches, concepts, methods, and techniques in order to produce successful outcomes.

This ISO 20000 Lead Implementer training course will then allow organisations to reach their set goals through the assessment of internal processes and the implementation of more efficient processes. These processes are highly significant for the success of an organisation as they focus on the improvement of quality to increase customer satisfaction, whilst striving to reduce costs and enhance profit margins.

This ISO 20000 Lead Implementer training is the fourth and final course within our ISO 20000 series. In order to gain the full scope of ISO 20000, we recommend that candidates complete all four certifications. These include; ISO 20000 Foundation, ISO 20000 Internal Auditor, and ISO 20000 Lead Auditor

Show moredown

What's included in this ISO 20000 Training Course?

This training course includes:

  • The ISO 20000 Lead Implementer Examination
  • The Knowledge Academy ISO 20000 Lead Implementer Manual 
  • Certificate
  • Experienced Instructor 
  • Refreshments 

ISO 20000 Lead Implementer Examination

In order to complete this ISO 20000 Lead Implementer training course, candidates must complete an examination. This exam will take place at the end of the final day of the course when all content has been covered. The exam is:

  • 30 questions
  • Multiple choice
  • 40 minutes in duration
  • 50% pass mark (15/30)
  • Closed book

Show moredown

Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +61 1-800-150644 or Enquire.

What our customers are saying

Frequently asked questions

FAQ's

This depends on the training course you choose. ISO 20000 Foundation is 1 day, while the Auditor and Implementer courses run between 2 and 5 days.
The Knowledge Academy’s ISO 20000 training courses include the courseware, a certificate, and an experienced instructor.
We offer ISO 20000 training courses in locations all over the UK, as well as abroad. We make it easy to find a training venue near you.
Prerequisites vary according to the course. Please see each course for details.
The Knowledge Academy is the Leading global training provider in the world for ISO 20000 Training.
The price for ISO 20000 Training certification in Australia starts from AUD1995.

Why we're the go to training provider for you

icon

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

icon

Trusted & Approved

We are accredited by PeopleCert on behalf of AXELOS

icon

Many delivery methods

Flexible delivery methods are available depending on your learning style.

icon

High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

santander logo
bmw Logo
Google Logo
Shell Logo

"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

Looking for more information on ISO 20000 Training