Course Outline
Introduction and Overview of ISO/IEC 20000
- Introduction to IT service management and ISO/IEC 20000.
- Key concepts and principles of ITSM.
- Overview of the ISO/IEC 20000 standard structure and key clauses.
- Comparison with other frameworks (e.g., ITIL).
- The role of ISO/IEC 20000 in continuous improvement.
ISO/IEC 20000 Audit Principles and Planning
- Understanding the audit process: Types of audits, scope, and criteria.
- Roles and responsibilities of a lead auditor.
- The audit lifecycle: planning, preparation, and execution.
- Risk-based auditing approach.
- Developing an audit plan and checklist preparation.
Conducting the Audit
- Conducting opening meetings and setting audit expectations.
- Interviewing techniques and gathering objective evidence.
- Managing audit team dynamics and ensuring audit trail integrity.
- Identifying and documenting non-conformities.
Reporting and Follow-up
- Preparing the audit report: essential components and best practices.
- Communicating findings to management.
- Corrective actions and follow-up process for non-conformities.
- Conducting closing meetings and concluding the audit.
Certification Process and Exam Preparation
- Certification process overview for ISO/IEC 20000.
- Managing an audit program and audit schedule.
- Professional conduct and ethics for auditors.
- Review of key topics and sample exam questions.
- Mock examination and feedback session.
Summary and Next Steps
Requirements
- Basic knowledge of IT service management (ITIL or a similar framework).
- Understanding of management systems.
Audience
- IT professionals.
- IT consultants and managers.
- Quality professionals.
Testimonials (5)
Theory followed by practical examples and exercices. Job well done!
Vincenzo Delle Donne - Department of National Defence
Course - ISO 37301 Compliance Management System
the expertise & knowledge of the trainer
Erica DeRosa DeRosa - Aecon Group INc.
Course - ISO 37001 Anti-Bribery Management System
With both my 2022 ISO 9001 audit prep-related training & the recently completed ISO 9001 audit prep refresher course; Dereck has helped me significantly with regards to gaining a new & practical perspective of the ISO 9001:2015 clauses & sections & how they apply to our business. Dereck has also helped me with both training courses --- to improve my ISO-related communications both with our company's employees and the external ISO Auditors .
Dana Foster - Corrigan Oil Company
Course - ISO 9001 Foundation
The quizzes to reinforce the reading and the ability to ask questions at any time
Jonathan
Course - ISO 9001 Lead Auditor
Speed of response and communication