Course Title: ISO/IEC 20000 IT Service Management Internal Auditor™
Objective:
To provide participants with the knowledge and skills required to perform internal audits of an IT Service Management System (ITSM) based on the ISO/IEC 20000 standard, ensuring compliance and continuous improvement of IT services.
Course Duration:
2-3 Days (Adjustable according to schedule)
Prerequisites:
- Basic knowledge of IT Service Management (ITSM)
- Familiarity with the ISO/IEC 20000 standard (not mandatory but recommended)
Course Modules:
Module 1: Introduction to ISO/IEC 20000 and IT Service Management (ITSM)
- Overview of ITSM and the importance of standardization
- Introduction to ISO/IEC 20000 and its structure
- Key concepts and benefits of ISO/IEC 20000 for organizations
Resources:
Module 2: Understanding ISO/IEC 20000 Requirements
- Detailed study of the requirements in ISO/IEC 20000-1
- IT Service Management System (ITSM) processes covered in ISO/IEC 20000
- Key focus areas: Service Delivery, Relationship Management, Control Processes, and Resolution Processes
Resources:
- ISO/IEC 20000-1: Service Management System Requirements
- ISO/IEC 20000 Process Explained (YouTube Video)
Module 3: Internal Auditing Principles and Techniques
- Basics of auditing: principles, types, and importance
- Differences between internal and external audits
- Preparing for an internal audit and gathering audit evidence
- Managing and mitigating risks during the audit
Resources:
Module 4: The Audit Process for ISO/IEC 20000
- Planning and scheduling the audit process
- Developing an audit checklist for ISO/IEC 20000 requirements
- Performing an audit, including sampling and interviewing techniques
- Recording findings and identifying non-conformities
Resources:
Module 5: Reporting Audit Findings and Recommendations
- Writing effective audit reports
- Presenting findings to management and stakeholders
- Offering corrective actions and recommendations for improvement
- Follow-up audits and continuous improvement strategies
Resources:
Module 6: Case Studies and Practical Exercises
- Reviewing real-life scenarios of ISO/IEC 20000 internal audits
- Hands-on exercises in conducting and reporting internal audits
- Group discussions on common challenges and solutions in ITSM audits
Resources:
Additional Resources:
- ISO/IEC 20000 Documentation: Official documentation and templates to assist with compliance and audit preparation.
- Auditor Certification: Information on certifications for internal auditors in ISO/IEC 20000.
Assessment & Certification:
- Practice Exam: A mock exam to test the knowledge gained during the course.
- Certificate of Completion: Provided upon successful completion of the course and passing the final assessment.
This course plan provides a structured path for understanding the ISO/IEC 20000 standard, preparing for internal audits, and ensuring that an ITSM meets regulatory requirements.
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