ISO 20000 Lead Auditor

ISO/IEC 20000-1 Clauses

• Context of Organization
• Leadership
• Planning
• Support
• Operation
• Performance Evaluation
• Improvement

Service Management Processes

• Service Level Management
• Service Reporting
• Service Availability Management
• Service Continuity Management
• Capacity Management
• Information Security Management
• Supplier Management
• Business Relationship Management

Practical Exercise

• Requirement Interpretation Workshop
• Service Management Audit Scenarios

Audit Planning

• Audit Program Development
• Audit Objectives and Scope
• Audit Criteria Definition
• Audit Schedule Preparation
• Audit Checklists

Conducting Audits

• Opening Meeting
• Interview Techniques
• Observation Techniques
• Evidence Collection
• Documentation Review
• Sampling Techniques

Audit Reporting

• Recording Findings
• Identifying Nonconformities
• Audit Evidence Validation
• Corrective Action Recommendations
• Audit Report Preparation
• Closing Meeting

Practical Exercise

• Mock Audit Workshop
• Audit Reporting Exercise

Advanced Auditing Techniques

• Root Cause Analysis
• Corrective Action Verification
• Follow-Up Audits
• Risk-Based Audit Approaches
• Managing Audit Teams
• Auditor Ethics and Professional Conduct

ITSM Process Auditing

• Incident Management Audits
• Problem Management Audits
• Change Management Audits
• Service Request Management Audits
• Supplier Audits
• Service Continuity Audits

Certification Preparation

• Certification Audit Process
• Common Audit Findings
• Audit Readiness Assessment
• Examination Preparation
• Best Practices for Successful Audits

Practical Exercise

• Full Audit Simulation
• Audit Case Studies
• Certification Readiness Workshop