ISO 20000-1:2018 Service Management Training – Internal Auditor Training

GOVISEC > ISO 20000-1:2018 Service Management Training – Internal Auditor Training

🎯 Training Objective

This training aims to equip individuals who will conduct internal audits within the scope of the ISO/IEC 20000-1:2018 standard with auditing skills. It provides practical instruction on effective internal audit planning, execution, and reporting techniques in accordance with the ISO 19011 framework.

📚 Training Content

  • Analysis of the ISO/IEC 20000-1:2018 standard from an auditor’s perspective
  • Audit principles and ethical approaches in accordance with ISO 19011
  • Audit planning, checklist development, and audit execution
  • Auditing service management processes (incident, change, SLA, problem management, etc.)
  • Identification of nonconformities and root cause analysis
  • Reporting, follow-up, and presentation to management
  • Practical case studies and scenario analysis

👥 Who Should Attend?

  • Personnel responsible for conducting internal audits
  • IT service management teams
  • Process owners and quality managers
  • Management system representatives

📌 Training Duration and Format

  • Duration: 2 days (12 hours)
  • Format: Online or face-to-face, supported by hands-on group workshops

✅ Key Achievements

  • Competency to conduct internal audits in compliance with ISO/IEC 20000-1
  • Ability to prepare professional audit reports
  • Capability to identify process nonconformities and propose improvement actions
  • Ability to perform systematic observations to contribute to service quality