Mastering the Audit of an Information Technology Service Management System (ITSMS) based on ISO 20000

Summary

This five-day intensive course enables participants to develop the expertise needed to audit an Information Technology Service Management System (ITSMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the knowledge and skills needed to proficiently plan and perform internal and external audits in compliance with the certification process of the ISO/IEC 20000-1:2005 standard. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to conduct an audit efficiently.

Who Should Take This Course?

• Internal auditors

• Auditors wanting to perform and lead Information Technology Service Management System (ITSMS)  certification audits

• Project managers or consultants wanting to master the Information Technology Service Management System audit process

• Persons responsible for the Information Technology Service or conformity in an organization

• Members of an Information Technology Service team

• Expert advisors in information technology

• Technical experts wanting to prepare for an Information Technology Service audit function

Learning Objectives

• Acquiring the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines

• Acquiring the expertise to perform an ISO20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications

• Acquiring the expertise necessary to manage an ITSMS audit team

• Understanding the application of the Information Technology Service management system in the context of ISO20000

• Knowing the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL

• Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization

• Improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ITSMS

Course Curriculum

Day 1: Introduction to the management of an Information Technology Service Management System (ITSMS) based on ISO 20000

• Normative, regulatory and legal framework related to Information Technology Service

• Fundamental principles of Information Technology Service

• The ISO 20000 certification process

• The Information Technology Service Management System (ITSMS)

• Detailed presentation of the clauses 4 to 10 of the ISO 20000 standard

Day 2: Planning and Launching an ISO 20000 audit

• Fundamental audit concepts and principles

• Audit approach based on evidence and on risk

• Preparation of an ISO 20000 certification audit

• Documenting of an ITSMS audit

• Conducting an opening meeting

Day 3: Conducting an ISO 20000 audit

• Communication during the audit

• Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation

• Drafting test plans

• Formulation of audit findings

• Drafting of nonconformity reports

Day 4: Concluding and ensuring the follow-up of an ISO 20000 audit

• Audit documentation

• Quality review

• Conducting a closing meeting and conclusion of an ISO 20000 audit

• Evaluation of corrective action plans

• ISO 20000 Surveillance audit

• Audit management program

• ISO 20000 internal audit and second party audit

Day 5: Exam

Prerequisites

ISO 20000 Introduction Course plus practice experience, Foundation certification, or a basic knowledge and experience in managing the implementation of ISO 20000 / ITIL ITMS is recommended.

Instructional Approach

• This training is based on the alternation of theory and practice:
  • Sessions of lectures illustrated with examples based on real cases
  • Practical exercises based on a full case study including role plays and narrative presentation
  • Review exercises to assist the exam preparation
  • Practice test similar to the certification exam

• Given the practical exercises, the number of training participants is limited

Examination & Certification

• The “Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination Certification Programme (ECP). The exam covers the following competency domains:
  • Domain 1: Fundamental principles and concepts of Information Technology Service
  • Domain 2: Information Technology Service Management System (ITSMS)
  • Domain 3: Fundamental Audit Concepts and Principles
  • Domain 4: Preparation of an ISO 20000-1 audit
  • Domain 5: Conduct of an ISO 20000-1 audit
  • Domain 6: Closing an ISO 20000-1 audit
  • Domain 7: Managing an ISO 20000-1 audit program

• The "Certified ISO/IEC 20000 Lead Auditor” exam is available in different languages (the complete list of languages can be found in the examination application form)

• Duration of the exam: 3 hours

• After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 20000 Provisional Auditor, Certified ISO/IEC 20000 Auditor or Certified ISO/IEC 20000 Lead Auditor

What You Get!

• An iPad 2 Apple computer

• Write the exam on the final day of the course; exam and certification fees are included. Completed exams are forwarded to PECB for processing and issuance of professional certification. ** Some conditions apply.
• A student manual containing the presentation slides and practical exercises used during the course (approximately 450 pages)
• A certificate for 31 CPE (Continuing Professional Education) hours,
• A certificate of course completion from CIMA
• An opportunity to network with others working in this area

* For those registering for Live Online access to the training, the iPad 2 offer requires you to be responsible for the cost of shipping, insurance, duty and any import or other relevant fees or tax(es). Items will be shipped and payment for all the above fees will be due upon receipt of the shipment with the courrier service. CIMA will not be responsible for any of the above fees, nor for the loss of the item in transit, incuding due to the registrant failure to pay such fees in a timemly manner. All shipments will be sent with appropriate insurance to cover the cost of the item.

** Please review the certification criteria on PECB's website before registering for this course to ensure you are eligable.

*** CIMA reserves the right to change the schedule, location, cost or incentives for any event without notice. The price for any training reservations already booked prior to any change made by CIMA, will be honored.

**** Live Online registrants should register at least 30 days in advance of the course in order to receive the training manual prior to the first day of the course. Having the material with you during the course is not mandatory, as the presentation slides will be displayed during the course, however they would be helpful in reviewing the material prior to taking the exam.

***** Live Online students will need to take their exam online through PECB. Information will be provided after registration.