ISO 20000 Training | ISO 20000 Lead Auditor Training in Zagreb

ISO 20000 Lead Auditor Course Outline

Module 1: Information Technology Service Management (ITSM)

• Business Case
• Define the Scope of ITSMS
• IT Service Management
• Benefits of IT Service Management
• ITSMS Policy
• Documentation of Process and Procedures
• Process Approach
• Principles of 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: Scope

• General
• Application

Module 4: Terms and Definitions

• Introduction
• Terms Specific to Management System Standards
• Terms Specific to Service Management

Module 5: Context of the Organisation

• Understanding the Organisation and its Context
• Understanding the Needs and Expectations of Interested Parties
• Determining the Scope of the Service Management System
• Service Management System

Module 6: Introduction to Auditing

• Define Auditing
• Types of Audits
• Audit Terminology
• Benefits of Auditing

Module 7: Auditing Roles and Principles

• Auditing Roles
• Audit Team
• Maintaining Confidentiality
• Independence
• Evidence-Based Approach
• Integrity
• Fair Presentation of Audit Reports

Module 8: Responsibilities of the Auditor

• Management of Personnel
• Preparing Checklist
• Scope of Work
• Managing an Audit Programme
• Communication at All Levels of Organisation

Module 9: Skills and Competencies of an Internal Auditor

• Personal Attributes
• Skills
• Knowledge

Module 10: Purpose of Internal Auditing

• Detection
  • Sampling for Auditors
  • Nonconformities
  • Agreeing Nonconformities
  • Categorise Nonconformities
• Protection and Prevention
  • Corrective Action
  • Checking Corrective Action
  • Listing of Corrective Actions Requests

Module 11: Leadership

• Leadership and Commitment
• Policy
• Organisational Roles, Responsibilities, and Authorities

Module 12: Planning

• Actions to Address Risks and Opportunities
• Service Management Objectives and Planning to Achieve Them
• Plan the Service Management System

Module 13: Support of the Service Management System

• Resources
• Competence
• Awareness
• Communication
• Documented Information
• Knowledge

Module 14: Implementation Guidance and Types

• Service Delivery Process
• Resolution Process
• Relationship Process
• Control Process

Module 15: Control, Monitor, and Measure

• Monitoring the Processes
• Internal Auditor
• Development of Metrics
• Performance Indicators and Dashboards
• Managing the Reviews
• Implementation of the Continual Improvement Programme
• Preparing Audits
• Managing Contractual Disputes

Module 16: Operation of the Service Management System

• Operational Planning and Control
• Service Portfolio
• Relationship and Agreement
• Supply and Demand
• Service Design, Build, and Transition
• Resolution and Fulfilment
• Service Assurance

Module 17: Introduction to Lead Auditor

• Definition of Lead Auditor
• Benefits of Auditing

Module 18: On-Site Auditing

• On-Site Auditing Objectives
• Conduct Interview
• Create and Evaluate Checklist
• Questionnaires for Data Collection
• Conduct Document Review
• Evaluate the Work Done
• Provide Sample

Module 19: Remote Auditing

• Introduction
• Benefits of Remote Auditing
• Barriers of Remote Auditing
• Observe Work Through Surveillance at Workplace
• Types of Surveillance
• Enhancing Interaction Through Communication
• Conduct Document Reviews with Auditees
• Data Analysis

Module 20: Methods

• Interviews
• Observations
• Review of Documents and Records

Module 21: Audit Report

• Scope of Report
• Identify the Criteria of the Report
• Identification of Team
• 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 22: Conducting ISO 20000 Audits

• Communication During Auditing
• Procedures and Test Plans
• Audit Findings and Documentation

Module 23: Conclusion and Follow-Up

• Conclusion
• Follow-Up
• Documentation
• Quality Reviews
• Closing Meetings
• Evaluation of the Action Plan
• Surveillance Audit
• Internal Auditor Management Programme

Module 24: Performance Evaluation

• Monitoring, Measurement, Analysis, and Evaluation
• Internal Audit
• Management Review
• Service Reporting

Module 25: Improvement

• Nonconformity and Corrective Action
• Continual Improvement

ISO 20000 Lead Auditor Exam Information 

To achieve the ISO 20000 Lead Auditor, candidates will need to sit for an examination. The exam format is as follows: 

• Question Type: Multiple Choice 
• Total Questions: 30 
• Total Marks: 30 Marks 
• Pass Mark: 50%, or 15/30 Marks 
• Duration: 40 Minutes  
• Open Book/ Closed Book: Closed Book

Who should attend this ISO 20000 Lead Auditor Training Course?

The ISO 20000 Lead Auditor Course is tailored for professionals aspiring to become proficient in leading and executing audits of IT Service Management systems in alignment with the ISO 20000 standard. Here are the professionals who will benefit from attending this course:

• Lead Auditors and Audit Managers
• Quality Assurance Professionals
• IT Service Managers
• Compliance Managers
• Process Improvement Specialists
• Risk Managers
• IT Governance Professionals

Prerequisites of the ISO 20000 Lead Auditor Training Course

There are no formal prerequisites for this ISO 20000 Lead Auditor Course. However, a strong understanding of the ISO 20000 standard IT Service Management (ITSM) principles could be beneficial for the delegates.

ISO 20000 Lead Auditor Training Course Overview

ISO 20000 Lead Auditor Training equips learners with a clear, practical understanding of globally recognised IT Service Management standards. It focuses on applying structured practices to design, deliver, measure, and improve IT services.

Developing expertise in ISO 20000 Auditing strengthens credibility in IT governance and service assurance roles. Delegates gain the capability to plan, conduct, and report audits effectively, supporting continual service improvement.

This 5-Day course offered by The Knowledge Academy equips delegates with practical auditing skills aligned to ISO/IEC 20000-1 requirements. It prepares professionals to lead audits confidently and manage audit teams.

ISO 20000 Lead Auditor Training Course Objectives 

• To understand the principles and practices of IT Service Management Systems
• To gain knowledge of the ISO/IEC 20000 standard and its requirements
• To develop the skills to plan, conduct, and report on ITSMS audits
• To learn how to lead an audit team
• To enhance the ability to manage audit programmes
• To comprehend the roles and responsibilities of an ITSMS auditor

After completing the course, delegates will receive a certification, validating their ability to audit ITSMS against ISO 20000 standards. This certification enhances career prospects and demonstrates a commitment to maintaining high IT service management standards.

What’s Included in this ISO 20000 Lead Auditor Training Course?

• ISO 20000 Lead Auditor Examination
• World-Class Training Sessions from Experienced Instructors
• ISO 20000 Lead Auditor Certificate
• Digital Delegate Pack