ISO 20000 Internal Auditor Training Course

• A basic understanding of IT Service Management Systems or ITSM principles is recommended.
• No prior auditing experience is required, although familiarity with ISO standards is beneficial.
• Proficiency in English is necessary, as the course material and discussions are conducted in English

• Audit Planning: Develop structured plans to effectively conduct internal audits for ISO 20000 standards.
• Conduct Audits: Execute audits with precision, identifying non-conformities and areas for improvement.
• Reporting Skills: Create detailed reports to communicate findings and recommendations to stakeholders.
• Service Improvement: Foster enhanced IT service delivery by ensuring compliance and driving continuous improvement.

This course is ideal for professionals involved in IT service management or seeking to enhance their auditing skills, including:

• IT Managers
• ITSM Consultants
• Quality Managers
• Internal Auditors
• Service Delivery Managers
• Individuals preparing for ISO 20000 certification audits

Module 1: Information Technology Service Management (ITSM)

• Business Case
• Define the Scope of ITSMS
• IT Service Management
• Benefits of IT Service Management
• ITSMS Policy
• Documentation of Process and Procedures
• Process Approach
• Principles of Information Technology
• Develop a Project Plan
• Accounting the IT Services
• Accounting and Budgeting
   

Module 2: Introduction and Background to ISO/IEC 20000

• What is ISO/IEC 20000?
• Benefits of ISO/IEC 20000
• ISO/IEC 20000 – Parts
   

Module 3: Scope

• General
• Application
   

Module 4: Terms and Definitions

• Introduction
• Terms Specific to Management System Standards
• Terms Specific to Service Management
   

Module 5: Context of the Organisation

• Understanding the Organisation and its Context
• Understanding the Needs and Expectations of Interested Parties
• Determining the Scope of the Service Management System
• Service Management System
   

Module 6: Introduction to Auditing

• Define Auditing
• Types of Audits
• Audit Terminology
• Benefits of Auditing
   

Module 7: Auditing Roles and Principles

• Auditing Roles
• Audit Team
• Maintaining Confidentiality
• Independence
• Evidence-Based Approach
• Integrity
• Fair Presentation of Audit Reports
   

Module 8: Responsibilities of the Auditor

• Management of Personnel
• Preparing Checklist
• Scope of Work
• Managing an Audit Programme
• Communication at All Levels of Organisation
   

Module 9: Skills and Competencies of an Internal Auditor

• Personal Attributes
• Skills
• Knowledge
   

Module 10: Purpose of Internal Auditing

• Detection
  • Sampling for Auditors
  • Nonconformities
  • Agreeing Nonconformities
  • Categorise Nonconformities
• Protection and Prevention
  • Corrective Action
  • Checking Corrective Action
  • Listing of Corrective Actions Requests
     

Module 11: Leadership

• Leadership and Commitment
• Policy
• Organisational Roles, Responsibilities, and Authorities
   

Module 12: Planning

• Actions to Address Risks and Opportunities
• Service Management Objectives and Planning to Achieve Them
• Plan the Service Management System
   

Module 13: Support of the Service Management System

• Resources
• Competence
• Awareness
• Communication
• Documented Information
• Knowledge