ISO/IEC 20000-1:2018 Lead Auditor (Information Technology - Service Management) Training Course

IT Service Management Systems (ITSMS, ISO/IEC 20000-1:2011) Auditor / Lead Auditor Training Course

(Registered Course ID:2328)

Through the management system audit and certification, the organization can demonstrate its ability on legal (i.e. EU GDPR, DPA, IPRs), legislationstandards (i.e. ISO, IEC, IEEE), contractual obligation (i.e. Trade Secret, IP), policy and procedures compliance.

Also, the competence to plan, operation, and continual improvements in the management system to control the risks and achieve its expected outcome.


This CQI (Chartered Quality Institute) /IRCA (International Register of Certificated Auditors) certified IT Service Management Systems (ITSM) Auditor / Lead Auditor Training Course (Registered Course Nr. 17576) is part of International recognized CQI/IRCA ITSM Auditor Certification programme.

The successful completion of this course is pre-requisite and essential to becoming a CQI/IRCA ITSM Auditor.  

To participate in this training course, the following prior knowledge were expected: 

  1. Knowledge of Management System Compliance (ISO 19600)
    • The core elements of a management system and the interrelationship between context of the organization, management commitment, policy, planning, operation, performance evaluation and continual improvement.
    • Process approach (Plan-Do-Check-Act)
    • Business overall compliance risk management (ISO 31000), includes legal, legislation, contractual obligations, standards, policies and procedures.
    • Top management leadership, other roles and responsibilities to support management system
    • Consideration of planning a management system - identify the organizational and technical measures to manage the identified risk
    • Supporting required by the management system 
    • Management system operation consideration - monitoring, reporting and communicating 
    • Performance evaluation of a management - objectives evaluation, Internal Audits and Management Review 
    • Continually improve the effectiveness of a management system
  2. Knowledge of IT services management principles and concepts, includes but not limited to:
    • principles and concepts of service management
    • the requirements of ISO/IEC 20000-1
    • the relationship between organisational objectives and the delivery of services
    • concepts of organisational governance through financial management and risk management
    • typical issues and interested parties relevant to an SMS and services, and their typical requirements
    • the influence of organisational processes on service demands and the impact of changing those processes
    • variety of technologies used to deliver services
  3. Management system audit (ISO 19011)
    • Audit programme management 
    • Initial the audit
    • Document review
    • Preparing for on-site audit
    • Audit skills
    • Conducting on-site audit 
    • Preparation of Audit evidence and findings
    • Audit report
    • Audit follow-up 
  4. ISO/IEC 20000: Knowledge of the requirements of ISO/IEC 20000-1 (with ISO/IEC 20000-2) and the commonly used information security management terms and definitions.
  5. Understand the management system certification requirements, i.e. ISO/IEC 17021-1 Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 1: Requirements

Note. You are advised that course examination questions can relate to any requirement of ISO/IEC 20000 and the expected prior knowledge. For delegates who do not have these, we recommend attending our foundation training course. 

Who should attend?

This is intended for those who will be involved in leading audits of an ITSM that conforms to ISO/IEC 20000 in any organization. Suggested job functions and their teams include:

  • Those wishing to implement an ITSMS in accordance with ISO/IEC 20000
  • IT professional who operate IT-based services, i.e. data center, help-desk, problem management
  • ITIL professional
  • The existing auditor who wants to expand their auditing skills
  • Consultants who wish to provide advice on ISO/IEC 20000 implementation
  • Information security managers
  • IT and corporate security managers
  • Corporate governance managers
  • Risk and compliance managers
  • Information security consultants
  • Information security managers

Learning objectives

  • Learn how to explain the purpose and business benefits of an ITSM, of ITSM standards, of management system audit and of third-party certification
  • Learn how to explain the role of an auditor to plan, conduct, report and follow-up an ITSM audit in accordance with ISO 19011 (and ISO 17021) where appropriate
  • Learn how to plan, conduct, report and follow-up an audit of an ITSM to establish conformity (or otherwise) with ISO/IEC 20000-1 (with ISO/IEC 20000-2) in accordance with ISO 19011 (and ISO 17021 where appropriate)

Course benefits

  • Your organization will have an internal resource and process to be able to conduct its own audit of its ITSM to assess and improve conformance with ISO/IEC 20000
  • You will gain a professional qualification that certifies that you have the knowledge and skills to be able to lead a team to conduct an audit of an ITSM in any organization
  • Successful auditing will improve the protection of any organization’s private data to meet market assurance and corporate governance needs
  • Understand how to identify gaps in an ITSM system
  • Accurately audit will be able to provide continuous improvement to a management system
  • Meet training requirements for IRCA auditor certification 

Course outline

Day 1, IT service management systems knowledge (ISO/IEC 20000-1)

  • Management system structure (MSS) and process approach (PDCA)
  • Understand the organization's compliance risk
    • Understanding of organization, interested parties, and their requirements 
    • Management system scoping 
  • Leadership and commitment
    • Top management leadership, management system policy and objectives 
    • Support the management system and a documented management system
  • Compliance risk management and objectives
    • IT service risk management requirements and process
    • Risk assessment (identify the risk, risk owner, risk analysis and risk evaluation)
    • Risk treatment (treatment options, Statement of Applicability(SoA), risk treatment plan)

Day 2, Guidelines for auditing management systems (ISO 19011 and ISO 17021) - Auditor, audit types and certification process

  • Management system operation
  • Management system performance evaluation and improvement processes
  • Auditor's role, responsibility, and competence
  • Different types of audit and certification process

Day 3, Guidelines for auditing management systems (ISO 19011) - Audit simulate the process of planning, preparation for an audit

  • Roles and responsibilities in an audit 
  • Management system performance evaluation and continual improvement requirements 
  • Different types of audit
  • Audit programme and purpose
  • Planning an audit (initiate the audit, feasibility analysis)
  • Conduct a Stage 1 audit (document review)
  • Preparation for Stage 2 (on-site) audit - audit plan
  • Preparation of audit work documents includes checklist and audit trails 

Day 4, Guidelines for auditing management systems (ISO 19011) - Audit simulate the opening meeting, on-site audit activities, and role-play

  • Opening meeting
  • Roleplay for audit scenarios 
  • Practice audit skills of collecting audit evidence
  • Prepare audit findings and results, includes conformance, non-conformity (NC), and opportunity for improvement (OFI) 
  • Prepare audit report 

Day 5, Guidelines for auditing management systems (ISO 19011) - Audit simulate the closing of on-site audit - close meeting and follow-up

  • Audit conclusion 
  • Close meeting 
  • Audit follow-up
  • Evaluating correction, the corrective action including root cause analysis and audit finding closure
  • Management system certification 
  • Course summary and examination 

What's included?

  • Course material
  • CQI/IRCA auditor course examination 
  • CQI/IRCA course certificate

Organizational information

Last modified: Friday, 27 November 2020, 10:34 AM