Course information

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 Organization

  • Understanding the Organization 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 Organization

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
  • Categorize Nonconformities
  • Protection and Prevention
  • Corrective Action
  • Checking Corrective Action
  • Listing of Corrective Actions Requests

Module 11: Leadership

  • Leadership and Commitment
  • Policy
  • Organizational 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

Show moredowndown

Who should attend this ISO 20000 Lead Auditor Training Course?

The ISO 20000 Lead Auditor Course in Mumbai 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. This course can be beneficial for a wide range of professionals, including:

  • 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 can be beneficial for the delegates.

ISO 20000 Lead Auditor Training Course Overview

ISO 20000, a globally recognized standard for IT Service Management, sets benchmarks for companies to deliver managed services of consistent quality. This ISO Certification is crucial for organizations aiming to align their IT Service Management with international standards. This certification ensures best practices in IT services, enhancing overall service delivery and management.

Understanding and implementing the principles of ISO 20000 is essential for IT Professionals, Auditors, and Consultants dedicated to continuous improvement in IT Service Management. Professionals seeking to master ISO 20000 will gain expertise in assessing, managing, and improving IT services, which is vital for organizations looking to maintain a competitive edge and customer satisfaction.

The Knowledge Academy's 5-day ISO 20000 Lead Auditor Training Course offers comprehensive insights into the auditing process of IT Service Management systems. This intensive training equips delegates with the skills to conduct effective audits, ensuring their organization's IT services meet the ISO 20000 standards. The course is tailored to help professionals understand the nuances of auditing and applying the ISO 20000 framework effectively.

Course Objectives

  • To provide a thorough understanding of the ISO 20000 standard and its application in IT Service Management
  • To equip delegates with the skills necessary to conduct and lead ISO 20000 audits effectively
  • To enhance knowledge of IT Service Management processes in line with ISO 20000 requirements
  • To enable professionals to identify areas for improvement and ensure compliance with the standard
  • To prepare delegates for real-world challenges in auditing IT Service Management systems

Upon completing the course, delegates will be proficient in leading audits and ensuring compliance with ISO 20000 standards. This expertise will not only enhance their professional capabilities but also contribute significantly to their organization's success in IT Service Management.

Show moredowndown

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

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

Why choose us

Our Mumbai venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Mumbai is situated within the West Coast of India, as well as it being the capital of Maharashtra, it plays an important part within the global economics system. Bombay as the city was previously known as, up until 1995 is also known as an alpha world city and has the largest number of millionaires and billionaires across India, with it therefor being noted as the wealthiest city in India. Mumbai is home to around 18.4 million people and is regarded as the second largest metropolitan population within India as of the record in 2011 with 20.7 million people. Schools and Colleges within Mumbai can be found within the city as well as the suburbs and are either run privately, by the government or the Brihanmumbai Municipal Corporation. Secondary schools are operated by the MCGM primary education system to which it is schooling around 485,531 students in 1,188 primary schools and around 55,576 students in 49 secondary schools within eight different languages these being English, Hindi, Urdu, Kannada, Marathi, Tamil, Gujarati and Telugu. Colleges offer students opportunities to participate within Junior college level, undergraduate level, BCom, BSc and BA courses. As stated by the 10+2+3/4 plan students complete ten years at school to then go on to a junior college and study either science, commerce or arts and they complete that over a two year period. University courses at a degree level are offered in a wide range of different subjects such as engineering, law, media, applied arts and architecture, management, dental, pharmacy as well as Commerce and Science. There are a few universities and colleges within Mumbai and these are the University Institute of Chemical Technology, Indian Institute of Technology (Bombay), SNDT Women’s University, Government Law college, Veermata Jijabai Technological Institute, Narsee Monejee Institute of Management Studies, Sir J. J. School of Art which is the oldest art institution within Mumbai along the Thadomal Shahani Engineering College which is also the oldest private engineering college and the first of its kind to join up with the University of Mumbai to be able to give students the chance to learn about the biomedical engineering, computer engineering, biotechnology and information technology. The University of Mumbai is regarded to be one of the premier universities within India with achievements such as being placed within the top 50 engineering schools of the world ranking at 41 by the American Business Insider within 2013 as well as excelling as the 3rd best multi-disciplinary university within the QS university rankings within India.   

Show moredown

Address

Safal Institute 
613, Corporate Centre
Nirmal Lifestyles Mall
LBS Marg
Mulund (W)
Mumbai 400080

T: +91 8037244591

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 20000 Training | ISO 20000 Lead Auditor Training in Mumbai. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ISO 20000 Training | ISO 20000 Lead Auditor Training in Mumbai, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's ISO 20000 Training | ISO 20000 Lead Auditor Training in Mumbai. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ISO 20000 Training | ISO 20000 Lead Auditor Training in Mumbai sessions.

best_trainers

Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

venues

State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

small_classes

Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

value_for_money

Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

tailored_learning_experience

Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

budget

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

team_building

Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

monitor_progress

Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ISO 20000 Training | ISO 20000 Lead Auditor Training in Mumbai FAQs

There hasn't been any questions asked about this Topic

The training fees for certification in Mumbai starts from INR64995
The Knowledge Academy is the Leading global training provider for .
Please see our courses available in Mumbai
Show more down

Why choose us

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

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

Looking for more information on ISO 20000 Training?

backBack to course information

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +91 8037244591 and speak to our training experts, we should be able to help you with your requirements.

cross

OUR BIGGEST SPRING SALE!

Special Discounts

red-starWHO WILL BE FUNDING THE COURSE?

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.