ISO 20000 Training - United States

ISO 20000 Training

ISO 20000 is an international standard for IT Service Management which provides guidance on how to create an effective information technology service management system. The Knowledge Academy's ISO 20000 Training Courses provide in-depth knowledge and understanding of the ISO 20000 standard and equip professionals with the skills to implement, maintain, and improve an IT Service Management system.

REASONS TO CHOOSE

Equips delegates with best practices in IT Service Management
Gain valuable insights into process improvement with ISO 20000 Certifications
Elevate IT management with ISO 20000 expertise
Ensure organization’s align their IT services with international standards and regulations
Learn essential skills for implementing and managing an effective ITSM

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ISO 20000 Training

Duration

Online Instructor-led (5 days)

Classroom (5 days)

Online Self-paced (40 hours)

exam

ISO 20000 Lead Auditor Exam

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

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Who should attend this ISO 20000 Lead Auditor Training Course?

The ISO 20000 Lead Auditor Course in the United States 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.

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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

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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

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Duration

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

exam

ISO 20000 Foundation Exam