ISO 20000-1:2018 LEAD AUDITOR TRAINING

Explore the context of the organization under ISO 20000-1:2018, identifying internal and external issues, stakeholders, and the service management system scope to guide delivery and improvement.

Identify interested parties and their requirements to shape the service management system, including customers, staff, suppliers, regulators, and partners; determine whether to document them and review periodically.

Define and document the scope of the service management system per ISO/IEC 20000-1, detailing services, locations, customers, and party involvement, while noting exclusions and keeping the scope up to date.

Top management demonstrates leadership and commitment to the service management system by setting policy and objectives, allocating resources, assigning authority, ensuring integration with business processes, and driving continual improvement.

Create a tailored service management policy that commits to satisfying requirements and continually improving services, with top management signing off and periodic reviews to guide objectives.

Assign and communicate responsibilities and authorities for roles in the service management system, including service owner, process owner, process manager, and management representative, to ensure leadership and accountability.

Identify and address risks and opportunities for the service management system using risk assessment, risk identification, analysis, evaluation, and treatment; consider organizational, service requirements, and third-party risks.

Establish service management objectives aligned with policy and strategy, measure progress with metrics like customer satisfaction and uptime, and document plans with responsibilities and resources.

Develop and maintain a service management plan detailing the services in scope, inputs, obligations, and resources to support the service management system.

Top management ensures the resources required to support the service management system are provided, including human and technical resources, competence, awareness, and communication. Ensure documented information and knowledge are available.

Identify necessary competence for all personnel under the organization's control, including suppliers, ensure gaps are filled through training and mentoring, evaluate effectiveness, and keep documented evidence of competency.

Raise awareness of service management policy and objectives among personnel doing work under the organization's control, clarifying how services relevant to their work contribute to the service management system.

Describe internal and external communication in an energy management system under ISO 50001, detailing what to communicate, with whom, how, when, who is responsible, and how to respond to requests.

Explore how documented information, including policies, plans, procedures, and records, supports the service management system with mandatory and optional documents, review, control, and retention across formats and external origins.

Explore how organizations determine, maintain, and make knowledge accessible to staff and users. Understand documented and undocumented knowledge, the risk of losing experienced staff, and sharing with customers.

Define, implement, and control processes to meet requirements and translate chapter six plans into operation. Apply performance criteria and documented information to control changes and outsourced processes.

ISO 20000-1:2018 lead auditor training explains service delivery under 8.2, emphasizing coordinated service management, effective communication among personnel and third parties, and delivering value to customers.

Identify and document service requirements from customers, users, and authorities, and align services with policy and objectives. Assess service criticality and dependencies to optimize the service portfolio and inform SLAs.

Define how external and internal suppliers and customers act as suppliers in the service lifecycle. Retain accountability, document outsourced services, and integrate processes to meet customer expectations.

Learn how to create and maintain service catalogs for ISO 20000-1, including external and internal catalogs, and information to include such as service names, service level targets, options, and ownership.

Identify and manage assets required to deliver services, including owned or controlled assets like hardware, software, vehicles, and licenses, to meet legal and contractual requirements under ISO 55,001 guidance.

Explore configuration management concepts, identify and record configuration items such as hardware, software, facilities, and services, and learn to control, track, and audit changes to safeguard service delivery.

Identify and document customers and users, appoint a customer relationship manager, and regularly review service performance, measure customer satisfaction with surveys, and manage complaints with a documented procedure.

Define and manage service level agreements with customers, detailing targets, exceptions, and workload limits, while monitoring performance and revising SLAs as workload changes.

Establish documented contracts and aligned SLAs with suppliers, including internal and customers acting as suppliers, to manage risks and ensure service targets are met.

Learn budgeting and accounting for services by calculating and forecasting costs, distinguishing direct and indirect costs, and monitoring budgets against planned expenses for informed decisions.

Monitor demand and consumption to work with capacity management, adjust capacity to prevent bottlenecks, and regularly report current and future demand and usage.

Plan capacity management by aligning human, hardware, software, information, and financial resources with current and future demand, guided by demand management. Monitor capacity usage and trends to prevent bottlenecks.

Understand change management in ISO 20000-1, covering policy, change categories (standard, low risk, emergency, normal), RFC-based approvals, impact assessment, rollback, and continual improvement.

Plan, design, build, and transition new or changed services from concept to operation. Include removal or transfer, with clear responsibilities, resources, testing, acceptance criteria, and impact analysis.

Learn how release and deployment management plans releases, defines major, minor, and emergency types, and applies big bang, phased, or automated deployment with change management and acceptance criteria.

Master incident management by recording, classifying, and prioritizing incidents; escalate when needed; manage major incidents with defined criteria, implement workarounds, communicate with customers, and capture lessons learned.

Manage service requests by recording, classifying, prioritizing, fulfilling, and closing them with standardized, automated processes. Distinguish incidents from requests, inform users of status and costs, and review trends for improvement.

Analyze incidents to identify problems, record root causes and workarounds, prioritize investigations, and monitor resolutions to minimize service impact.

Learn how ISO 20000-1:2018 defines service availability management, focusing on risks, capacity, supplier involvement, incidents, and planned maintenance within service continuity and information security.

Explore ISO 20000-1 service continuity management and its links to ISO 22301. Learn how to assess risks, plan continuity, and test responses for major incidents.

Learn how information security management within ISO 20000-1 integrates with ISO 27001 and 27002, covering policy creation, risk assessment, controls, incident handling, and service continuity, as well as incident management.

Monitor service performance within a service management system. Analyze data and drive improvement through internal audits and management reviews, using incidents, service level agreements, capacity usage and complaints as evidence.

Plan and conduct internal audits of the service management system at planned intervals and after significant changes; use a defined audit plan and criteria, report findings, and pursue continual improvement.

Top management conducts periodic management reviews to verify the service management system remains adequate, suitable, and effective by assessing changes, performance trends, risks, resources, and customer feedback to drive improvements.

Learn how ISO 20000-1 service reporting delivers accurate, timely reports for decision making across customers, internal use, and authorities, including customer satisfaction, complaints, service level performance, demand, and major incidents.

Learn how to identify nonconformities, initiate corrections, and implement root-cause corrective actions to improve service management systems and prevent recurrence, with emphasis on incidents, audits, and documented information.

Identify opportunities for continual improvement in services and the service management system, document improvements in a register, and prioritize reactive and proactive actions to enhance quality and productivity.

Attain ISO/IEC 20000-1 certification for your service management system through a third-party audit for organizations or individuals. Certification is voluntary, valid for three years, with audits and exams by bodies.

Explains the ISO/IEC 20000-1:2018 update, clarifying its high-level structure for integrated management systems, and guides earning the certificate through 100% course completion and a quiz.

Learn management system auditing uses a systematic, independent, documented process to gather objective evidence and evaluate criteria under ISO 19011 principles: integrity, fair presentation, professional care, confidentiality, independence, evidence-based, risk-based.

Explore the three audit types—first party internal audits, second party supplier audits, and third party external audits—and their purposes, along with the audit scope, objectives, and criteria.

Define audit objectives, scope, and criteria for ISO 20000-1 audits, and distinguish first, second, and third party goals, including conformity and statutory and regulatory requirements.

Appoint a competent audit team led by a lead auditor, include technical experts as needed, and ensure impartiality, proper composition, and clear pre-audit communication.

Develop a comprehensive ISO 20000-1 audit plan, detailing objectives, scope, criteria, team roles, activities, and evidence collection. Learn to classify findings and manage non-conformities and audit logistics.

Lead auditor coordinates audit activities, assigns responsibilities, and uses resources efficiently; guides facilitate access without influencing the process, while teams communicate progress and escalate risks to the client.

Auditors evaluate evidence against audit criteria to determine conformity or nonconformity, classify nonconformities as major or minor, and require correction and corrective actions, with opportunities for improvement optional.

The audit report, prepared by the lead auditor, provides a complete, accurate record of the audit detailing the audited organization and client, objectives, scope, criteria, methods, findings, and conclusions.

Review ISO 20000-1:2018 requirements for service management and ISO 19011 auditing basics, while encouraging reading the standard and using the supplied PDF slides for lead auditor certification.