ISO 20000-1:2011 Lead Auditor

Course Objectives

  • To refresh/review the structure & requirements of ISO 20000-1:2011
  • To enable delegates understand Key concepts in IT Service Management System auditing
  • To impart/enhance practical auditing skills to become internationally recognized certified Auditor/Lead Auditor
  • To enable the delegates to plan, conduct & manage ITSMS external (second and third party) as well as internal audits in accordance with the principles & guidance of ISO/IEC 17021 & ISO 19011

Course Feature

This course is registered with CQIIRCA (Chartered Quality Institute/International Register of Certificated Auditors, London) vide course registration no. 17405 and satisfies part of the formal training requirements for individuals seeking registration under the CQI/IRCA ITSMS Auditor/Lead Auditor Registration Scheme.


The students are expected to know the requirements of ISO 20000 and have the knowledge of the following IT service management principles and concepts:

  • The relationship between organizational objectives and the delivery of supporting IT systems and services.
  • Concepts of organizational governance through financial management and risk management.
  • Chief interests, priorities and experiences of end users customers and other stakeholders.
  • Principles of IT service provision.
  • The influence of organizational processes on IT system demands and the impact of changing processes.
  • Typical technologies underpinning business information systems.
Who should attend ?
  • Individuals interested in becoming CQI/IRCA certified Auditors/Lead Auditors for IT Service Management System (ITSMS)
  • Individuals wishing to implement ITSMS based on requirements of ISO 20000-1:2011 in their organization
  • Individuals responsible for managing the audit programs in their organization
  • IT Service managers/team leads
  • Management representatives and/or departmental/functional information security coordinators
  • Existing ITSMS internal auditors
  • Consultants of IT Service Management System
Course Contents
  • Course Introduction
  • Relevant standards, ISO/IEC 20000-1:2011, ISO/IEC 17021 and ISO 19011
  • The purpose, importance & benefits of IT Service Management System
  • ITSM Policy & its application
  • ITSMS documentation structure
  • Incident management and problem management
  • Introduction to auditing ITSMS
  • ISO 20000-1:2011 auditing techniques
  • Managing and leading a ITSMS audit team
  • Interview techniques
  • Recording & Reporting Non Conformities
  • Audit reporting
  • Corrective Action & Audit Close out process
  • Continuous Assessment exercises & feedback
  • Syndicate & role play exercises & feedback
  • Written Examination
  • Sum-up

Certificate of successful completion shall be issued to all the delegates who attend entire duration of the course & pass the written examination. Certificate of attendance shall be issued to those who do not pass the written examination.


5 Days