Training & Development Centre, technical and managerial programs

12-05-2025 - 15-05-2025	3800	دبي

Course Introduction:

The ISO 20000 IT Service Management Systems Lead Auditor training course is designed to equip participants with the knowledge and skills necessary to conduct effective audits of IT service management systems based on the ISO 20000 standard. As organizations increasingly rely on technology to deliver services, the need for robust IT service management practices has never been more critical. This five-day course offers a comprehensive overview of the ISO 20000 standard, audit principles, and techniques for evaluating the effectiveness of IT service management processes.

Participants will engage in interactive discussions, case studies, and practical exercises that emphasize real-world application and best practices in auditing. By the end of the course, attendees will be prepared to lead audits, assess compliance with ISO 20000 standards, and contribute to continuous improvement initiatives within their organizations.

Course Objectives:

By the end of the program, participants will be able to:

• Understand the ISO 20000 standard and its role in IT service management.

• Apply auditing principles and techniques effectively in IT service management audits.

• Develop audit plans and checklists tailored to ISO 20000 requirements.

• Conduct audits, analyze evidence, and identify nonconformities.

• Prepare comprehensive audit reports and facilitate corrective actions.

Who Should Attend?

This course is intended for IT service managers and team leads, Internal and external auditors specializing in IT service management, Quality assurance and compliance professionals and IT consultants and trainers in service management

Course Outline:

Day 1: Introduction to ISO 20000

• Overview of ISO 20000 and its importance in IT service management

• Key concepts and terminology

• Structure of the ISO 20000 standard

• Understanding the scope and objectives of IT service management

Day 2: Auditing Principles and Planning

• Fundamentals of auditing and the audit process

• Roles and responsibilities of an auditor

• Planning and preparing for an audit

• Developing an audit checklist and criteria

Day 3: Conducting the Audit

• Techniques for conducting interviews and observations

• Collecting and analyzing audit evidence

• Identifying nonconformities and areas for improvement

• Effective communication during the audit process

Day 4: Reporting and Follow-Up

• Preparing the audit report: structure and content

• Communicating findings and recommendations

• Understanding corrective actions and follow-up processes

• Managing stakeholder expectations and engagement

Day 5: Continuous Improvement and Certification

• The role of audits in continuous improvement

• Preparing for ISO 20000 certification

• Best practices for maintaining compliance

• Workshop: Case studies and practical auditing scenarios

Course Methodology:

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies

• (30%) Techniques

• (30%) Role Play

• (10%) Concepts

• Pre-test and Post-test

• Variety of Learning Methods

• Lectures

• Case Studies and Self Questionaires

• Group Work

Course Fees:

To be advice as per course location. This rate includes participant’s manual, Hands-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Certificate:

International Center for Training & Development (ICTD) will award an internationally recognized certificate(s) for each delegate on completion of training.

Course Timings:

Daily Course Timings:

08:00 - 08:20 Morning Coffee / Tea

08:20 - 10:00 First Session

10:00 - 10:20 Coffee / Tea / Snacks

10:20 - 12:20 Second Session

12:20 - 13:30 Lunch Break & Prayer Break

13:30 - 15:00 Last Session

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