ISO 20000, an internationally recognized standard for IT Service Management, establishes benchmarks for organizations to deliver consistent, high-quality managed services. This certification is vital for companies striving to align their IT Service Management practices with global standards. By adhering to ISO 20000, organizations can ensure the implementation of best practices in IT services, leading to improved service delivery and management.Grasping and applying the principles of ISO 20000 is critical for IT Professionals, Auditors, and Consultants committed to driving continuous improvement in IT Service Management. Those who aim to master ISO 20000 will develop the expertise needed to evaluate, manage, and enhance IT services, which is essential for organizations seeking to maintain a competitive advantage and ensure customer satisfaction.The Knowledge Academy’s 5-day ISO 20000 Lead Auditor Training Course provides an in-depth understanding of the auditing process for IT Service Management systems. This rigorous program prepares delegates with the necessary skills to perform thorough audits, ensuring their organization’s IT services comply with ISO 20000 standards. The course is designed to help professionals grasp the intricacies of auditing and effectively apply the ISO 20000 frame
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ISO 20000 Lead Auditor
ISO 20000 Lead Auditor Course Outline
Module 1: Information Technology Service Management (ITSM)
- Business Justification
- Defining the Scope of the IT Service Management System (ITSMS)
- Overview of IT Service Management
- Advantages of IT Service Management
- Development of ITSMS Policy
- Documentation of Processes and Procedures
- Process-Oriented Approach
- Key Principles of Information Technology
- Creating a Project Plan
- Financial Management for IT Services
- Budgeting and Accounting Practices
Module 2: Introduction and Background to ISO/IEC 20000
- Definition of ISO/IEC 20000
- Advantages of ISO/IEC 20000
- Overview of the Parts of ISO/IEC 20000
Module 3: Scope
- General Overview
- Application Context
Module 4: Terms and Definitions
- Introduction to Key Terms
- Terms Related to Management System Standards
- Terms Related to Service Management
Module 5: Context of the Organization
- Understanding the Organization and Its Context
- Identifying the Needs and Expectations of Stakeholders
- Defining the Scope of the Service Management System
- Overview of the Service Management System
Module 6: Introduction to Auditing
- Definition of Auditing
- Types of Audits
- Audit Terminology
- Benefits of Auditing
Module 7: Auditing Roles and Principles
- Roles in Auditing
- Structure of the Audit Team
- Maintaining Confidentiality
- Ensuring Independence
- Evidence-Based Approach
- Integrity in Auditing
- Fair Representation in Audit Reports
Module 8: Responsibilities of the Auditor
- Managing Audit Personnel
- Preparing Audit Checklists
- Defining Scope of Work
- Managing the Audit Program
- Effective Communication Across All Organizational Levels
Module 9: Skills and Competencies of an Internal Auditor
- Personal Attributes of an Auditor
- Essential Skills
- Required Knowledge
Module 10: Purpose of Internal Auditing
- Detection of Issues
- Sampling Techniques for Auditors
- Identifying Nonconformities
- Agreement on Nonconformities
- Categorizing Nonconformities
- Protection and Prevention Strategies
- Implementing Corrective Actions
- Verifying Corrective Actions
- Listing Requests for Corrective Actions
Module 11: Leadership
- Leadership and Commitment
- Policy Development
- Defining Organizational Roles, Responsibilities, and Authorities
Module 12: Planning
- Actions to Address Risks and Opportunities
- Setting Service Management Objectives and Planning to Achieve Them
- Planning the Service Management System
Module 13: Support of the Service Management System
- Resource Allocation
- Competency Development
- Raising Awareness
- Effective Communication
- Management of Documented Information
- Knowledge Management
Module 14: Implementation Guidance and Types
- Service Delivery Processes
- Resolution Processes
- Relationship Management Processes
- Control Processes
Module 15: Control, Monitor, and Measure
- Monitoring Processes
- Role of Internal Auditors
- Development of Metrics
- Performance Indicators and Dashboards
- Managing Reviews
- Implementing the Continuous Improvement Program
- Preparing for Audits
- Managing Contractual Disputes
Module 16: Operation of the Service Management System
- Operational Planning and Control
- Service Portfolio Management
- Relationship and Agreement Management
- Balancing Supply and Demand
- Service Design, Build, and Transition
- Resolution and Fulfillment
- Service Assurance
Module 17: Introduction to Lead Auditor
- Definition of a Lead Auditor
- Benefits of Auditing
Module 18: On-Site Auditing
- Objectives of On-Site Auditing
- Conducting Interviews
- Creating and Evaluating Checklists
- Data Collection Questionnaires
- Conducting Document Reviews
- Evaluating Completed Work
- Providing Samples
Module 19: Remote Auditing
- Introduction to Remote Auditing
- Benefits of Remote Auditing
- Challenges of Remote Auditing
- Observing Work Through Workplace Surveillance
- Types of Surveillance
- Enhancing Interaction Through Communication
- Conducting Document Reviews with Auditees
- Data Analysis Techniques
Module 20: Methods
- Conducting Interviews
- Observations
- Reviewing Documents and Records
Module 21: Audit Report
- Scope of the Audit Report
- Identifying Report Criteria
- Identifying the Audit Team
- Dates and Locations of Audit Activities
- Conclusions
- Distribution Lists
- Follow-Up on Action Plans
- Identifying Best Practices
- Confirmation of Objective Achievement
- Audit Plan Including Schedule
Module 22: Conducting ISO 20000 Audits
- Communication During Audits
- Procedures and Test Plans
- Documenting Audit Findings
Module 23: Conclusion and Follow-Up
- Final Conclusions
- Follow-Up Procedures
- Documentation Management
- Quality Reviews
- Closing Meetings
- Evaluation of Action Plans
- Surveillance Audits
- Internal Auditor Management Program
Module 24: Performance Evaluation
- Monitoring, Measurement, Analysis, and Evaluation
- Internal Audits
- Management Reviews
- Service Reporting
Module 25: Improvement
- Addressing Nonconformities and Implementing Corrective Actions
- Strategies for Continuous Improvement
Target Audience
• Internal auditors
• Quality managers
• Engineers
• Executives Project Managers and Consultant
IT Includes
1. 5 days interactive instructor-led ISO 20000 lead auditor training
in Indonesia
2. Training provided by highly qualified, certified, and accredited trainers
from PECB
3. Certificate of ISO 20000 Lead Auditor course by PECB
4. Certification
Exam Format
• Number of questions: 12
• Exam Mode: Online/Web-based Open book
• Duration: 180 mins
• Exam format: Essay Type
Training Delivery Modes
Mindbel learning offers 4 learning modes to choose
Classroom Training
Interactive sessions by expert and accredited trainers in classroom
Online Training
Industry experienced trainers led online sessions
Corporate group training for corporates
Flexible delivery methods are available depending on your learning style.
Focused One to One training
You will learn from qualified, accredited, certified and highly experienced trainers in classroom
Benefits of ISO 20000 Lead Auditor training with Mindbel
Average Salary
$105K
per annum
Expected Job growth rate
20%
Companies Hiring
Job Roles
- Experienced Auditors
- Quality Managers
- Senior IT Professionals
- Consultants
- Compliance Officers
- Project Managers
- Process Improvement Experts
- IT Service Providers
- Those Seeking Certification
Benefits
• Access to comprehensive and expert-led training modules facilitated by seasoned professionals in ISO standards and auditing practices.
• Enhance your credibility and professional reputation with a globally recognized certification in IT service management auditing.
• Gain a profound understanding of ISO 20000 requirements, frameworks, and best practices for auditing IT service management systems.
• Engage in practical, scenario-based learning, enabling you to apply theoretical knowledge to real-world auditing scenarios.
• Open doors to new career opportunities and roles related to IT service management auditing and compliance.
• Develop advanced auditing skills necessary to evaluate IT service management systems effectively and identify areas for improvement.
• Stay ahead in the industry by acquiring the latest insights into IT service management standards and practices.
• Connect with peers and experts in the field, fostering valuable professional relationships and opportunities.
• Enable organizations to align with ISO 20000 standards, contributing to improved IT service delivery and customer satisfaction.
ISO 20000 Lead Auditor Training FAQs
What is the ISO 20000 Lead Auditor Course?
The ISO 20000 Lead Auditor Course in Indonesia is a training program that teaches individuals how to perform an audit of an IT Service Management System (ITSMS) in accordance with the ISO 20000 standard.
Who can attend the ISO 20000 Lead Auditor course in Indonesia?
The ISO 20000 Lead Auditor course is designed for IT professionals, auditors, and others who are responsible for conducting audits of ITSMS and want to gain a deeper understanding of the standard and the audit process.
How long does the ISO 20000 Lead Auditor course take?
The ISO 20000 Lead Auditor typically takes five days to complete.
What is the format of the ISO 20000 Lead Auditor course in Indonesia?
The ISO 20000 Lead Auditor course in Indonesia is usually delivered through a combination of lecture, discussion, practical exercises, and mock audits.
What is covered in the course?
The course covers the following topics:
• Introduction to the ISO 20000 standard and IT Service Management Systems
• The principles and practices of auditing
• Planning, conducting, reporting, and following up on an ITSMS audit
• Auditing techniques and skills
• Effective communication and teamwork in the audit process
Is the ISO 20000 Lead Auditor course certified?
Yes, upon successful completion of the course, participants will receive a certificate of completion from the training provider.
What is the cost of the ISO 20000 Lead Auditor course covered?
The cost of the ISO 20000 Lead Auditor course in Indonesia varies depending on the training provider and location.
Are there any prerequisites for the ISO 20000 Lead Auditor course in Indonesia?
Participants are typically required to have a basic understanding of IT service management and the ISO 20000 standard, as well as relevant audit experience.
What is the difference between the ISO 20000 Lead Auditor Course and the ISO 20000 Foundation Course?
The ISO 20000 Lead Auditor Course in Indonesia is focused on teaching individuals how to conduct an audit of an ITSMS in accordance with the ISO 20000 standard, while the ISO 20000 Foundation Course in Indonesia introduces the standard and its requirements for IT service management.
Can the ISO 20000 Lead Auditor course be customized for a specific organization?
Yes, Mindbel provides customized courses to meet the specific needs and requirements of an organization.
Is the ISO 20000 Lead Auditor Course available online?
Yes, Mindbel provides online versions of the course to accommodate remote learning.
What are the benefits of becoming an ISO 20000 Lead Auditor?
Being a certified lead auditor allows you to conduct independent audits of IT service management systems, contribute to organizational improvement, and enhance your career prospects.
How is the ISO 20000 Lead Auditor certification useful for organizations?
Organizations benefit from having internal or external auditors who are skilled in ISO 20000 auditing, as this helps them ensure the effectiveness of their IT service management practices.
What is the role of a lead auditor in an ISO 20000 audit in Indonesia?
The lead auditor is responsible for planning and leading the audit, managing the audit team, conducting audit activities, analyzing findings, and preparing the audit report.
Is ISO 20000 applicable only to IT companies?
No, ISO 20000 can be implemented by any organization that wants to improve its IT service management processes, whether they are IT-focused or not.
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