ISO/IEC 20000 Auditor

The ISO/IEC 20000 Auditor course is designed to equip participants with the fundamental knowledge and skills required to understand and apply the ISO/IEC 20000 standard in a service management context. Through a comprehensive curriculum, participants will explore the principles, requirements, and best practices associated with ISO/IEC 20000.

Who Should Participate?
The ISO/IEC 20000 Auditor course is designed for individuals who are involved in the auditing, maintaining, or supervising of an IT Service Management System (ITSMS) that conforms to ISO/IEC 20000 standards. This includes:

• IT professionals seeking to understand the ISO/IEC 20000 auditing process.
• Internal auditors tasked with maintaining conformity to ITSM standards.
• External auditors who wish to demonstrate compliance with ITSM practices.
• ITSM consultants who need to advise organizations on the ISO/IEC 20000 audit process.
• Quality managers looking to integrate ISO/IEC 20000 audits into broader quality management systems.
• IT service providers aiming to understand the audit perspective to improve their services.

Learning Objectives:

Upon completion of the course, participants will be able to:

• Understand the purpose and business benefits of an ITSMS audit and its integration into the broader business strategy.
• Gain a comprehensive understanding of the ISO/IEC 20000 standard requirements from an auditor's perspective.
• Develop the skills necessary to plan, conduct, report, and follow up on an ITSMS audit in accordance with ISO 19011 and ISO/IEC 17021 where applicable.
• Evaluate the effectiveness of an organization's ITSMS in meeting ISO/IEC 20000 requirements.
• Identify non-conformities and areas for improvement and provide constructive feedback to the auditee.
• Understand the role of an auditor in the certification and surveillance process.

Teaching Approach:
The course will be delivered through a combination of lectures, interactive discussions, case studies, and practical exercises. Real-world examples and scenarios will be used to illustrate the application of ISO/IEC 20000 principles in various organizational contexts. Participants will have the opportunity to engage with the material through group activities and individual assessments.

Prerequisites:
There are no formal prerequisites for this course. However, a basic understanding of service management concepts and familiarity with organizational processes will be beneficial for participants.