ISO/IEC 20000 ITSM Certified Lead Auditor SC-20000CLA

ISO/IEC 20000 ITSM Certified Lead Auditor

1. Understanding ISO/IEC 20000-1 Requirements
   • Interpreting the structure, purpose, and key concepts of ISO/IEC 20000
   • Understanding the service management system (SMS) framework
2. Audit Principles, Procedures, and Techniques
   • Applying ISO 19011 guidelines for auditing management systems
   • Planning, conducting, and reporting internal and external audits
3. Audit Planning and Preparation
   • Developing audit programs and checklists
   • Defining audit objectives, scope, and criteria
4. Conducting an ISO/IEC 20000 Audit
   • Opening and closing meetings
   • Gathering evidence through interviews, observations, and documentation review
5. Identifying and Reporting Nonconformities
   • Evaluating compliance with ISO/IEC 20000-1 requirements
   • Writing clear, concise, and objective nonconformity reports
6. Lead Auditor Responsibilities
   • Leading an audit team
   • Assigning roles and responsibilities
   • Resolving conflicts and ensuring audit quality
7. Communication and Interpersonal Skills
   • Conducting interviews effectively
   • Communicating audit findings with professionalism and clarity
8. Risk-Based Auditing and Continual Improvement
   • Identifying risks related to service delivery
   • Providing recommendations for continual improvement of the SMS
9. Audit Follow-up and Corrective Actions
   • Reviewing corrective action plans
   • Verifying implementation and effectiveness of corrective measures
10. Certification and Accreditation Knowledge

• Understanding the certification process for ISO/IEC 20000
• Working with certification bodies and understanding their expectations