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Training content
Overview
ISO/IEC 20000-1:2018 Service Management Systems Lead Auditor Training is a comprehensive training programme designed to develop lead auditors who are capable of assessing organisations’ information technology and other service management activities against international standard requirements, planning and conducting audits, and managing audit teams.
The training covers the requirements of the ISO/IEC 20000-1:2018 standard, service management system processes, the service lifecycle, service level management, incident and problem management, change management, service continuity, supplier management, performance evaluation, auditing principles, audit planning and implementation processes, the evaluation of nonconformities, and audit reporting methods.
In addition to the technical and operational requirements for assessing the effectiveness of service management systems, the programme also examines the relationship between the ISO/IEC 20000-1 standard and other management system standards, as well as service management approaches such as ITIL.
Objectives and Outcomes
Purpose of the Training
The purpose of this training is to provide participants with the knowledge and skills required to interpret the requirements of ISO/IEC 20000-1:2018, evaluate service management system processes and performance, conduct risk-based audits and carry out lead auditor activities.
Learning Outcomes
Participants who complete the training are expected to acquire the following knowledge and skills:
- Interpret the purpose, scope and requirements of ISO/IEC 20000-1:2018
- Evaluate the processes and effectiveness of the Service Management System (SMS)
- Explain service management principles and service lifecycle processes
- Audit service catalogue, service portfolio and service level management
- Evaluate Service Level Agreements (SLAs) and service performance indicators
- Review incident, problem, service request and change management processes
- Audit service design, transition, release and deployment management processes
- Evaluate configuration, asset and capacity management processes
- Review service availability, continuity and information security processes
- Evaluate supplier management and the control of outsourced services
- Identify service management risks and opportunities for improvement
- Apply audit planning and execution techniques in accordance with ISO 19011:2026
- Define the audit scope, criteria and objectives
- Manage the audit team and coordinate audit activities
- Collect objective audit evidence and evaluate nonconformities
- Prepare audit reports and evaluate the effectiveness of corrective actions
Programme and Method
Day 1 – ISO/IEC 20000-1 Requirements and Service Management System Processes
- Purpose, scope and structure of the ISO/IEC 20000-1:2018 standard
- Fundamental principles of the Service Management System (SMS)
- Service lifecycle and service management approach
- Relationship between ISO/IEC 20000-1 and ITIL
- Requirements of Clauses 4–10 of ISO/IEC 20000-1
- Context of the organisation, leadership and planning
- Service management policy, objectives and responsibilities
- Assessment of service management risks and opportunities
- Service portfolio and service catalogue management
- Service level management and SLA requirements
- Customer relationship and supplier management
- Capacity, demand and asset management
- Configuration management
- Service design, change and release management
- Incident, problem and service request management
- Service availability, continuity and information security
- Monitoring and reporting of service performance
- ISO/IEC 20000-1:2018/Amd 1:2024 amendments
- Practical exercise: Evaluation of service management processes and performance indicators
Day 2 – Audit Principles and Conducting the Audit
- Audit principles within the scope of ISO 19011:2026
- Overview of ISO/IEC 17021-1 and ISO/IEC 20000-6 audit requirements
- First-, second- and third-party audits
- Duties and responsibilities of the lead auditor
- Preparation of the audit programme and audit plan
- Determining the audit scope, criteria and objectives
- Stage 1 and Stage 2 certification audits
- Document review and checklist preparation
- Opening meeting and audit interviews
- Collection and evaluation of audit evidence
- Risk-based auditing and sampling techniques
- Auditing service portfolio, SLA and supplier management processes
- Evaluation of incident, problem and change management processes
- Auditing service continuity, information security and performance management
- Review of service management records and reports
- Practical exercise: Audit planning and a sample service management audit scenario
Day 3 – Audit Findings, Reporting and Lead Auditor Practices
- Formulation of audit findings
- Identification and classification of nonconformities
- Evaluation of major and minor nonconformities
- Writing nonconformities based on objective evidence
- Evaluation of audit results
- Preparation of the ISO/IEC 20000-1 audit report
- Conducting the closing meeting
- Evaluation of corrective actions and root cause analyses
- Closing nonconformities and follow-up audits
- Surveillance and recertification audits
- Management of the audit team and lead auditor responsibilities
- Case study: Evaluation of nonconformities relating to service management processes
- Practical exercise: Writing nonconformities and audit reporting
Attendance and Certificate
Certification Rule
A certificate of attendance is issued to all participants whose attendance has been confirmed. To receive a certificate of achievement, participants must obtain a passing grade in the examination at the end of the training; participants who use all their examination attempts but do not pass will be issued a certificate of attendance.
FAQ and Resources
1. Who is ISO/IEC 20000-1 Lead Auditor Training suitable for?
It is suitable for information technology professionals, IT service managers, quality management system specialists, internal auditors, management system auditors and professionals wishing to audit service management systems.
2. What is the difference between ISO/IEC 20000-1 and ITIL?
ISO/IEC 20000-1 is an international standard that defines auditable requirements for establishing, implementing, maintaining and continually improving a service management system. ITIL, on the other hand, is a framework that provides good practices for service management. ITIL practices can support compliance with ISO/IEC 20000-1 requirements, but the standard does not require the use of ITIL.
3. Is ISO/IEC 20000-1 applicable only to information technology organisations?
No. The standard can be applied by organisations that manage and deliver services in various sectors, particularly information technology services. The scope of certification is determined on the basis of the services managed and delivered by the organisation.
4. What is the difference between ISO/IEC 20000-1 and ISO/IEC 27001?
While ISO/IEC 20000-1 focuses on the planning, design, delivery, monitoring and improvement of services, ISO/IEC 27001 focuses on managing information security risks. The two management systems can be implemented together or in an integrated manner.
5. Does ISO/IEC 20000-1 training cover incident, problem and change management?
Yes. The training covers key service management processes such as incident management, problem management, service request management, change management, and release and deployment management.
6. Are SLAs and service performance evaluated as part of the training?
Yes. The training covers Service Level Agreements (SLAs), performance indicators, service reporting, customer satisfaction and the monitoring of service levels.
7. What is the difference between the 5-day and 3-day training courses?
The 5-day programme comprehensively covers ISO/IEC 20000-1 requirements, service management processes and audit practices. The 3-day programme provides intensive content for participants who already have knowledge of service management and auditing.
8. Does the training include practical exercises?
Yes. The training includes practical exercises on evaluating service management processes, audit planning, case study analysis, writing nonconformities and audit reporting.
9. Can the training be delivered online or face-to-face?
Yes. The training can be arranged online or face-to-face according to the requirements of participants and organisations.
10. Is there an examination at the end of the training?
A final examination is planned as part of the programme to assess participants’ knowledge and skills.
11. Is a certificate issued at the end of the training?
Yes. The relevant training certificate is issued based on the attendance requirements and assessment results.
Resources
- ISO/IEC 20000-1:2018 – Information Technology – Service Management – Part 1: Service Management System Requirements
- ISO/IEC 20000-1:2018/Amd 1:2024 – Climate Action Changes
- ISO/IEC 20000-2:2019 – Guidance on the Application of Service Management Systems
- ISO/IEC 20000-3:2019 – Guidance on Scope Definition and Applicability of ISO/IEC 20000-1
- ISO/IEC 20000-6:2017 – Requirements for Bodies Providing Audit and Certification of Service Management Systems
- ISO/IEC 20000-10:2018 – Concepts and Vocabulary
- ISO 19011:2026 – Guidelines for Auditing Management Systems
- ISO/IEC 17021-1:2015 – Requirements for Bodies Providing Audit and Certification of Management Systems
- ITIL 4 – IT Service Management Best Practices
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