ISO – 20000 Foundation

ISO/IEC 20000 Lead Auditor training enables you to develop the necessary expertise to perform an IT Service Management System (ITSMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

For Whom

This course has been designed for Auditors seeking to perform and lead IT Service Management System (ITSMS) certification audits,  Managers or consultants seeking to master an IT Service Management System  audit process, Individuals responsible for maintaining conformance with ITSMS requirements, Technical experts seeking to prepare for an IT Service Management System audit, Expert advisors in IT Service Management .


After completing this course, you will be able to learn :

  1. Develop lead auditing expertise and Be able to determine whether your management system (and those of your suppliers) is effective
  2. Be able to prepare for third party audits and Have the confidence to manage internal or third party auditors
  3. Continually improve your IT service provision. Know how to integrate the auditing of ISO/IEC 20000 with other management systems, such as ISO 9001
  4. Understand the operations of an IT Service Management System (ITSMS) based on ISO/IEC 20000. Understand an auditor’s role to: plan, lead and follow-up on a management system audit in accordance with ISO 19011
  5. Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks


  1.  ISO/IEC 27001 Foundation Certification

Duration :

Day 4 Course Outline

Language: English

Course Outline / Content  :

The following Modules are included in this course :

  1.  Introduction to IT Service Management Systems (ITSMS) and ISO/IEC 20000
  2. Course objectives and structure
  3. Standard and regulatory framework
  4. Certification process
  5. Fundamental principles of service management
  6. Service Management System (SMS)
  7. Audit principles, preparation and launching of an audit
  8. Fundamental audit concepts and principles
  9. Audit approach based on evidence and risk
  10. Initiating the audit
  11. Stage 1 audit
  12. Stage 2 audit (Part 1)
  13. On-site audit activities
  14. Stage 2 audit (Part 2)
  15. Communication during the audit
  16. Audit procedures
  17. Creating audit test plans
  18. Drafting audit findings and non-conformity reports
  19. Closing the audit
  20. Documentation of the audit and its review
  21. Closing the audit
  22. Evaluating action plans by the auditor
  23. Beyond the initial audit
  24. Managing an internal audit programme
  25. Competence and evaluation of auditors


Download  ISO – 20000 Foundation Training Brochure 

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