ISO/IEC 20000 Auditor

The ISO/IEC 20000 Auditor course is designed for anyone who wants to be able to not only understand the ISO/IEC 20000 standard, but also practically audit it - that is, verify whether the IT service management system (Service Management System) is actually working as it should.

Learn to go through the entire audit life cycle: from preparation and planning, through the implementation of internal and external audits, to the processing of audit reports. reports with non-conformities, recommendations and proposed corrective actions. You will be in compliance with international auditing standards – ISO 19011 and ISO/IEC 17021-1.

What you will gain from the course:

• Practical skills for planning and conducting an SMS audit
• Ability to identify non-conformities and formulate corrective actions
• Understanding the link between ITIL® and IT service management system from the auditor's perspective
• Preparation for the role of auditor in training and lead auditor
• Internationally recognized certificate that strengthens your position in the field of ITSM audits

You will especially appreciate the course if you are responsible for the quality and compliance of IT services with the ISO 20000 standard in your company, or if you perform or plan to perform auditing activities professionally.

• Trainee auditors and experienced lead auditors in the field of IT Service Management
• Project managers and consultants responsible for ITSM
• Managers with responsibility for the IT Service Management System (SMS)
• Professional advisors and technical experts involved in internal and external audits

Day 1

• Introduction to auditing and history of ISO/IEC 20000
• IT service delivery processes
• Incident and problem resolution processes, relationship management processes
• Managing processes of the service management system

Day 2

• Internal SMS audits and audit activities
• Building and managing audit program
• Communication and documentation within the framework of internal audits
• Final test

• Plan and prepare an audit of the IT service management system
• Perform internal and external SMS audits including communication with the audited party
• Propose corrective and preventive measures based on identified non-conformities
• Compile and review IT service management system documentation
• Explain the connection between ITIL® and the requirements of ISO/IEC 20000 from an auditor's perspective

What is ISO/IEC 20000?
ISO/IEC 20000 is an international standard defining the requirements for an IT service management system. It specifies what an organization must meet to deliver IT services effectively, measurably and with the possibility of further improvement.

What is the difference between ISO 20000 and ITIL®?
ISO 20000 specifies what an IT service management system should be. IT services to meet, while ITIL® offers proven practices on how to practically achieve these requirements. Both methodologies complement each other in practice.

Is prior knowledge of ITIL® necessary?
It is not a requirement, but a basic overview of ITIL® will make it easier for you to understand the material, because both methodologies are closely related.

It is necessary Do I need to be ISO 20000 Foundation certified before taking the course?
Yes, ISO/IEC 20000 Foundation certification is a prerequisite for taking the Auditor course.