Course Information

  • 24 May 2024 (Fri)
Registration period
11 Apr 2024 (Thu) - 23 May 2024 (Thu)
HKD 16,800
Study Mode
4 Day(s)
Cantonese, English
HKPC Building 78 Tat Chee Avenue Kowloon

Course Overview

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 recognised audit principles, procedures and techniques. During this training course, you will acquire the necessary knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Through practical exercises, you will be able to master audit techniques and become competent to manage an audit programme, audit team, communication with customers, and conflict resolution.

What is ISO/IEC 20000 ?

A Service Management System (SMS) consists of policies, processes, resources, objectives, and documented information that are put together and are coordinated to achieve the objectives of the organisation. An effective SMS enables organisations to direct and control their service management activities, identify and mitigate risks related to their activities, and identify and realise opportunities that improve service provision.

What You’ll Learn

Course Outline

Day 1 – Introduction to the IT Service Management Systems (ITSMS) and ISO/IEC 20000

Course objectives and structure
Standards and regulatory frameworks
Certification process
Fundamental principles of service management
Service management system (SMS)
Day 2 – Audit principles, preparation, and launching of an audit

Fundamental audit concepts and principles
Audit approach based on evidence and risk
Initiating the audit
Stage 1 audit
Preparing the stage 2 audit (on-site audit)
Stage 2 audit (Part 1)
Day 3 – On-site audit activities

Stage 2 audit (Part 2)
Communication during the audit
Audit procedures
Creating audit test plans
Drafting audit findings and non-conformity reports
Day 4 – Closing the audit

Documentation of the audit and its review
Closing the audit
Evaluating action plans by the auditor
Beyond the initial audit
Managing an internal audit program
Competence and evaluation of auditors
Closing of the training course
Certification Examination

Duration: 3 hours
Online examination to be booked after completion of the training course.

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