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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 can assess organisations’ information technology and other service management activities against international standard requirements, plan and conduct audits, and manage 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.
The programme also examines the relationship between the ISO/IEC 20000-1 standard and other management system standards and service management approaches such as ITIL, as well as the technical and operational requirements for assessing the effectiveness of service management systems.
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 (SLA) 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 conducting techniques in accordance with ISO 19011:2026
- Determine 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 – Introduction to the Service Management System and Standard Requirements
- Purpose, scope and structure of the ISO/IEC 20000-1:2018 standard
- Fundamental concepts of service management and the Service Management System (SMS)
- Concepts of service provider, customer, user and interested party
- Service lifecycle and the fundamental principles of service management
- Relationship and differences between ISO/IEC 20000-1 and ITIL
- Relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001
- Process approach, risk-based thinking and the PDCA cycle
- Clause 4: Context of the organisation
- Determining internal and external issues
- Evaluating the needs and expectations of interested parties
- ISO/IEC 20000-1:2018/Amd 1:2024 climate change amendment
- Determining the scope of the Service Management System
- Clause 5: Leadership
- Service management policy, organisational roles and responsibilities
- Clause 6: Planning
- Evaluating risks and opportunities
- Service management objectives and planning to achieve them
- Planning the Service Management System
- Clause 7: Support
- Resources, competence, awareness and communication
- Management of documented information
- Organisational knowledge and knowledge management
Day 2 – Service Management Operations and Service Level Management
- Clause 8: Operation of the Service Management System
- Clause 8.1: Operational planning and control
- Clause 8.2: Service portfolio
- Service delivery and service planning
- Control of parties involved in the service lifecycle
- Creation and management of the service catalogue
- Management of service assets
- Configuration management and control of configuration records
- Differences between the service portfolio and service catalogue
- Clause 8.3: Relationship and agreement management
- Management of business relationships and customer relationships
- Service Level Agreements (SLA)
- Setting and monitoring service level targets
- Supplier management and control of externally sourced services
- Evaluation of supplier performance
- Clause 8.4: Supply and demand management
- Service budgeting and cost management
- Demand management and forecasting service requests
- Capacity management and resource planning
- Evaluation of service performance indicators
- Practical exercise: Auditing service catalogue, SLA and supplier management processes
Day 3 – Service Design, Incident and Problem Management, Performance Evaluation
- Clause 8.5: Service design, build and transition
- Change management processes
- Evaluation and approval of change requests
- Service design and transition planning
- Evaluation of new or changed services
- Release and deployment management
- Evaluation of the effects of changes on service quality and continuity
- Clause 8.6: Incident resolution and fulfilment of service requests
- Incident management (Incident Management)
- Service request management (Service Request Management)
- Problem management (Problem Management)
- Prioritisation, escalation and resolution of incidents
- Root cause analysis and management of recurring problems
- Clause 8.7: Service assurance
- Service availability management
- Service continuity management
- Information security management in services
- Clause 9: Performance evaluation
- Monitoring, measurement, analysis and evaluation
- Internal audit and management review
- Service reporting and evaluation of performance results
- Clause 10: Improvement
- Nonconformity, corrective action and continual improvement
- Practical exercise: Evaluation of incident, problem, change and service continuity processes
Day 4 – Audit Principles, Planning and Conducting the Audit
- Audit principles within the scope of ISO 19011:2026
- Relevant audit and certification requirements within the scope of ISO/IEC 17021-1 and ISO/IEC 20000-6
- First-, second- and third-party audits
- Duties, authority and responsibilities of the lead auditor
- Preparing and managing the audit programme
- Risk-based audit approach
- Determining the audit scope, criteria and objectives
- Including service management processes within the audit scope
- Audit duration and resource planning
- Forming the audit team and allocating duties
- Stage 1 and Stage 2 certification audits
- Document review and audit preparation
- Preliminary review of service management records and performance reports
- Preparing the audit plan and checklists
- Conducting the opening meeting
- Audit interviews and effective questioning techniques
- Collecting and verifying audit evidence
- Sampling methods and evidence-based evaluation
- Auditing service management processes and controls
- Remote audit methods and digital audit techniques
- Practical exercise: ISO/IEC 20000-1 audit plan and sample service management system audit
Day 5 – Audit Reporting and Lead Auditor Practices
- Identifying and evaluating audit findings
- Classification of conformities and nonconformities
- Evaluation of major and minor nonconformities
- Writing nonconformities based on objective evidence
- Relating nonconformities to the relevant clauses of the standard
- Evaluation of service level breaches and service performance findings
- Formulating audit conclusions
- Preparing the audit report
- Conducting the closing meeting
- Evaluation of corrections and corrective actions
- Reviewing root cause analysis
- Checking the effectiveness of corrective actions
- Closing nonconformities and follow-up audits
- Surveillance and recertification audits
- Overview of the certification decision process
- Lead auditor skills in team management, communication and decision-making
- Case study: Evaluation of audit findings relating to service level, incident, problem and change management processes
- Audit reporting exercise
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 the 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 use of ITIL is not mandated by the standard.
3. Does ISO/IEC 20000-1 apply only to information technology organisations?
No. The standard can be implemented by organisations that manage and deliver services across various sectors, particularly information technology services. The scope of certification is determined based on the services managed and delivered by the organisation.
4. What is the difference between ISO/IEC 20000-1 and ISO/IEC 27001?
ISO/IEC 20000-1 focuses on the planning, design, delivery, monitoring and improvement of services, while ISO/IEC 27001 focuses on managing information security risks. The two management systems can be implemented together or as an integrated system.
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 assessed 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 programmes?
The 5-day programme comprehensively covers ISO/IEC 20000-1 requirements, service management processes and audit practices. The 3-day programme offers 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 in 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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