Auditor/Lead Auditor Training Course on Information Technology Service Management System based on ISO/IEC 20000-1:2018

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM practice facilitates organizations to make significant improvements in the way they manage the relationships, processes, people, and technologies to deliver a high-quality IT service. The international standard ISO 20000-1 defines the best practices in IT Service Management. It specifies several closely related processes when brought together will help ensure that an organisation delivers managed IT services of acceptable quality to its customers.

Topics to be covered in this course include:

• ITSM concepts and ISO 20000-1 standard
• Auditing principles
• Roles and responsibility of auditors
• Planning an audit
• Conducting an audit
• Reporting audit results
• Corrective actions
• Exercises / Roleplay
• Written examination

Professionals who have a role to play with regards to IT Service Management System (ITSMS) like

• IT Service Professionals
• ITSMS Process Owners
• ITSMS Consultants
• ITSMS Auditors
• ISO 9001 internal auditors
• Head - Quality
• Head - IT

Prior Knowledge about ISO 20000-1 standard is desirable. This course is not for filling gaps in the knowledge about the standard; but for enhancing the knowledge about the same with regards to audit context

• Identify gaps in IT Service Management System.
• Determine an organization’s compliance to the IT Service Management System Standard (ISO 20000-1).
• Understand auditing techniques for auditing IT Service Management System against the standard.
• Conduct audits of the system.

Participants will be assessed throughout the course for punctuality, presentation skills, interactive approach, involvement, role-play, daily tests etc. and finally through an open book written examination for 100 marks at the end of the course. Minimum passing% criteria: 70%. A course completion certificate will be issued to participants only after successful completion based on performance during the course and in written examination. Participants who score 70% and above in both the continuous assessment and written examination will be issued certificate. Unsuccessful candidates will be issued a certificate of attendance.

1. When can I get the certificate?
ITSM Lead Auditor certification will be issued within 21 working days from the examination date.

2. When can I get the training material and invite?
One day before the commencement of the training program.

3. How do I pay the fees for training and examination?
Online mode

4. What are the benefits of the ITSM Lead Auditor Program?

• Identify gaps in IT Service Management System.
• Determine an organization’s compliance to the IT Service Management System Standard (ISO 20000-1).
• Understand auditing techniques for auditing IT Service Management System against the standard.
• Conduct audits of the system.

5. Is there any refund policy for the paid fees?
Please refer to Cancellation and Refund policy page.