This is an intensive 5-day course based on the requirements of ISO/IEC 20000:2005 Information Technology - Service Management.

The caliber of your lead auditor is crucial to the performance of your audit team, and ultimately to the success of your management system. This comprehensive five-day course provides hands-on training to ensure that your lead auditor thoroughly understands the role and acquires the expertise needed to perform it effectively.

The course is aimed at personnel who already have an understanding of ISO/IEC 20000:2005 (delegates who do not have this understanding are advised to attend the 1 day Introduction to ISO/IEC 20000:2005 Course)

Managers who are leading and planning audit activities

Persons who have been given the responsibility to audit an IT Service Management System

Those who wish to understand the standard so they may implement a system that meets the requirements of ISO/IEC 20000.

To have competent auditors within the organization

To ensure compliance to an international standard for IT Service Management

To ensure that the organization demonstrates its ability to provide services that meet customer requirements through internal audit

To enable the organization to benchmark the IT service management system

Through presentations and exercises delegates will be able to identify the stages of audits.

Overview of ISO/IEC 20000:2005

Managing an audit programe

Planning an audit

The role of the checklists

Organizing an opening meeting

Performing an audit

Organizing a closing meeting

Recording nonconformities

Auditing reports

Evaluating corrective action.