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Classroom Training

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At The Knowledge Academy, our classroom-based training courses allow delegates to study and learn in a friendly, engaging, and interactive environment. We ensure the very best level of teaching, with first-rate instructors, resources, and state-of-the-art facilities. We provide courses of varying durations and can arrange weekend and residential courses in order to suit your requirements.

Furthermore, our classroom courses are carried out in thousands of locations worldwide, making training easily accessible wherever you are. Our courses typically begin at 9.00 am and continue until 5.00 pm each day, with breaks and refreshments provided. , As our most popular form of training available, we pride ourselves in continuously delivering an outstanding learning experience for our delegates in the classroom.

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  • Direct support from our experienced trainers throughout the course
  • Training courses available in thousands of locations globally
  • Partake in engaging and valuable activities in the classroom to boost your learning potential
  • Receive an all-encompassing learning experience

Online Training

Our online-based training courses aim to provide you with a complete training experience. Due to their flexibility, these courses are greatly suited to busy working professionals, or any individual who would prefer the convenience of an online training course.

Our Computer-Based Training (CBT) courses remove the time and cost associated with travelling to course locations. You can complete your chosen course in any location, and work at your own pace, as the learning portal can be accessed 24/7. All of our online training courses have technical and administrative support and mobile access. Furthermore, each course has been carefully designed to incorporate informative, instructive, and engaging content. In this way, online learning can guarantee a valuable and enjoyable training solution.

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  • Our flexible online courses provide you with 24/7 access
  • Take your time with 90 days from first login to complete the course
  • Enjoy an engaging and interactive learning experience
  • Courses available through our easy-to-use learning portal

Onsite Training

Our Onsite training option allows you to select any of our courses and receive training at a venue of your choice, by any method of your choice.

IOnsite courses deliver training to multiple employees at once, thus reducing travel expenses and providing you with the ultimate convenience and value for money. In addition, this option allows you to receive a training course that has been specifically tailored to meet your business needs, ensuring first-class quality, applicability, and value.

By choosing to bring bespoke training to the office, you can improve business performance, and make your organisation more streamlined, resourceful, and profitable. With over 25 years’ of experience, we are the market-leaders of Onsite training.

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  • Reduce the costs of employees taking time away from the workplace to train
  • Streamline your business with this bespoke training solution
  • Maximise your training budget
  • Monitor your employees’ progress and ensure that they receive applicable qualifications

Virtual Training

Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment. In this environment, our expert training instructors will be able to convey information and provide you with the all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global training provider, this method of training allows us to extend our training scope to those who may not be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.

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  • Receive direct support from our experienced trainers
  • Acquire the benefits of a classroom course, without the need to travel
  • Train from the comfort of your own home using remote access
  • All virtual training courses come with technical and administrative support

ISO 20000 Training

ISO 20000 Training Information


ISO 20000 Lead Auditor course help delegates to acquire skills to audit the Information Technology Service Management (ITMS) by ISO 20000 standards. Lead Auditor plays a major role in an organisation including management of the team of auditors that are working on internal or external audits, conducting audits, etc. This course will provide information about successful reporting, procedures, principles and techniques so that candidates can become experts.



In order to attend the ISO 20000 Lead Auditor course, the delegate must have:

  • Completed ISO 20000 Internal Auditing training
  • Completed Basic Auditing Techniques course


Who Should Attend?

  • Internal Auditors
  • Quality Managers
  • Engineers
  • Executives
  • Top management
  • Project Managers and Consultants

Course Structure

ISO 20000 is a five-day course in which the delegates will learn necessary skills required to conduct the audit effectively. During the training, following topics will be covered:

  • Types, Methods and Techniques of auditing
  • Audit Procedures and Principles
  • To conduct audit and generate reports





Course Objectives

  • To acquire an enterprise for performing ISO 20000 auditing and following the guidelines
  • Understand the operations of Service Management System
  • To know the relationship between ISO/IEC 20000-1, ISO 20000-2 and IITL
  • Implement various methods and techniques
  • Lead the auditing team of the organisation
  • Understand roles and responsibilities of the auditor
  • Different approaches for auditing
  • Analysing  implemented plans and reports


Benefits of Course

Upon the completion of the course, you will be able to:

  • Manage the Service Management System (SMS) audit team
  • Plan the internal and external audit successfully
  • Analyse risk assessment and decision-making in context of SMS
  • Conduct an internal audit
  • Apply the principles of planning, executing and maintain the audit
  • Develop detailed report for the organisation
  • Effectively execute and maintain the audit programs
  • Improving the auditing procedures
  • Check the reports made by internal auditor, team members, etc.


Course Outline

Introduction to Lead Auditor

  • Definition
  • Benefits of Auditing
  • Internal Auditor
  • Difference between internal and external auditor
  • Reports
  • Principles and Procedures

Introduction to Service Management System (SMS)

  • IT SMS
  • Fundamentals of IT Service
  • Detailed presentation of clauses
  • Scope of Service Management System

Principles of Auditing

  • Integrity
  • Independence
  • Confidentiality
  • Fair presentation
  • Due professional care
  • Evidence-based approach

Types of Auditing

  • On-site auditing
    • Conduct interview
    • Create and evaluate checklist
    • Questionnaires for data collection
    • Conduct Document review
    • Evaluate the work done
    • Provide Sample
  • Remote-auditing
    • Observe work through surveillance at workplace
    • Enhancing interaction through communication
    • Conduct document reviews with auditee
    • Data analysis


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

Audit report

  • Objective of report
  • Scope of report
  • Identify the criteria of report
  • Identification of team
  • The dates and locations where audit activity is conducted
  • Conclusion
  • Distribution of lists
  • Follow up action plan
  • Good practices identified
  • Confirmation that the objective has been achieved
  • Audit plan including schedule

Conducting ISO 20000 audit

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

Concluding and ensuring the follow-up

  • Documentations
  • Quality reviews
  • Conduct closing of meetings
  • Evaluation of action plan
  • Surveillance audit
  • Internal auditor management program
You will receive The Knowledge Academy courseware folder, APMG exam, certificate and experienced instructor
Yes, on the last day of the course you will sit the APMG ISO 20000 Foundation exam
The cost of exam is included in the course fee
The format of the exma is Multiple choice, 40 questions per paper, 26 marks required to pass (out of 40 available) - 65%, 60 minutes duration and Closed book.
We recommend you familiarise yourself with the "ISO/IEC 20000 A Pocket Guide" and a copy of the ISO/IEC 20000 Standard prior to attending. These you will have to source yourself
The course will last for 3 days including the exam

Reasons to choose
ISO 20000 Training

  • Understand the content and requirements of the International Standard
  • Gain the knowledge and understanding of ISO 20000 principles and process
  • Demonstrate the overall Service Management system
  • 5 day course with exam and certificate.
  • Examination is fully accredited by the APMG
  • ISO 20000 Training in luxury nationwide venues
  • Book Online or Call 01344 203999 to speak to a learning advisor today

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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.

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Various Delivery Methods

Flexible delivery methods are available depending on your learning style.

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Resources Included

Resources are included for a comprehensive learning experience.

Dates & Prices

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Key points about this course

Duration: 1 days*

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"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

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

Diane Gray, Shell

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