ITIL (INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY) PROCESS AUDIT: REVIEWS ADHERENCE TO ITIL BEST PRACTICES FOR IT SERVICE MANAGEMENT
Enhancing Service Delivery, Control, and Compliance through ITIL Process Auditing
Course Schedule
| Date | Venue | Fees (Face-to-Face) |
|---|---|---|
| 07 – 11 Dec 2026 | London, UK | USD 3495 per delegate |
Course Introduction
As organizations strive to align IT services with business goals, the ITIL framework has emerged as a global standard for IT Service Management (ITSM). However, to ensure the consistent application of ITIL best practices, internal and external audits are essential. A robust ITIL process audit not only improves service performance and customer satisfaction but also strengthens IT governance and compliance.
This 5-day intensive course empowers IT auditors, service managers, and compliance professionals to conduct structured ITIL process audits. Participants will gain hands-on experience in evaluating service design, transition, operations, and continual improvement processes—using audit tools, metrics, and real-world examples to assess ITIL conformance and performance effectiveness.
Course Objectives
By the end of this course, participants will be able to:
• Understand the ITIL framework and its core processes across the service lifecycle
• Plan and conduct audits aligned with ITIL and ITSM objectives
• Assess process design, implementation, and operational controls
• Identify gaps, non-conformities, and improvement opportunities
• Report audit findings and develop practical recommendations for process maturity
Key Benefits of Attending
• To ensure IT service processes meet ITIL standards and organizational needs
• To strengthen IT governance, controls, and compliance
• To identify inefficiencies and elevate IT service performance
• To prepare for regulatory audits and third-party assessments
• To support continual improvement initiatives within IT service management
Intended Audience
This program is designed for:
• IT auditors and internal control professionals
• IT service managers and ITSM practitioners
• Compliance, risk, and governance officers
• Quality assurance and business process analysts
• CIOs, IT directors, and project managers overseeing IT operations
Individual Benefits
Key competencies that will be developed include:
• ITIL process mapping, audit planning, and evidence collection
• Use of KPIs, SLAs, and CSFs in ITSM audit evaluations
• Control testing and gap analysis techniques
• Risk-based audit reporting and stakeholder communication
• Supporting ITIL maturity assessments and service improvements
Organization Benefits
Upon completing the training course, participants will demonstrate:
• Greater adherence to ITIL and ITSM best practices
• Improved IT service performance and incident resolution
• Stronger internal controls and audit readiness
• Actionable insights for IT process optimization
• Increased stakeholder confidence in IT governance
Instructional Methdology
The course follows a blended learning approach combining theory with practice:
• Strategy Briefings: Overview of ITIL lifecycle, audit standards, and frameworks
• Case Studies: ITIL process audits in real ITSM environments
• Workshops: Process walkthroughs, risk identification, and evidence review
• Peer Exchange: Group discussions on service challenges and audit outcomes
• Tools: ITIL audit checklists, maturity models, compliance trackers, and reporting templates
Course Outline
Detailed 5-Day Course Outline
Training Hours: 7:30 AM – 3:30 PM
Daily Format: 3–4 Learning Modules | Coffee breaks: 09:30 & 11:15 | Lunch Buffet: 01:00 – 02:00
Day 1: Foundations of ITIL and Audit Planning
- Module 1: Overview of ITIL v4 Framework and Service Lifecycle (07:30 – 09:30)
• Service strategy, design, transition, operation, and continual improvement - Module 2: ITIL Roles, Processes, and Value Streams (09:45 – 11:15)
• Key ITSM processes and their interdependencies - Module 3: Workshop – Mapping ITIL Processes for Audit Readiness (11:30 – 01:00)
• Identifying audit points and key control areas - Module 4: Audit Planning and Scoping (02:00 – 03:30)
• Audit criteria, documentation, and stakeholder engagement
Day 2: Auditing Service Strategy and Design
- Module 5: Evaluating Service Portfolio and Demand Management (07:30 – 09:30)
• Strategic alignment and resource planning - Module 6: Service Level and Capacity Management (09:45 – 11:15)
• SLA review, capacity metrics, and compliance - Module 7: Workshop – SLA and Design Document Review (11:30 – 01:00)
• Identifying gaps in service definitions and expectations - Module 8: Information Security and Availability Management (02:00 – 03:30)
• Assessing confidentiality, uptime, and risk handling
Day 3: Auditing Service Transition and Change Management
- Module 9: Change, Release, and Deployment Controls (07:30 – 09:30)
• Change logs, approval workflows, rollback planning - Module 10: Configuration and Asset Management (09:45 – 11:15)
• CMDB accuracy, asset lifecycle audits - Module 11: Workshop – Change Process Audit Simulation (11:30 – 01:00)
• Sample tickets and control testing - Module 12: Knowledge Management and Service Validation (02:00 – 03:30)
• Documentation standards and test result validation
Day 4: Auditing Service Operations and Support
- Module 13: Incident and Problem Management (07:30 – 09:30)
• Ticket classification, response times, and RCA practices - Module 14: Service Desk and Request Fulfillment (09:45 – 11:15)
• Customer support audit trail and satisfaction KPIs - Module 15: Workshop – Ticket Sampling and Operational Metrics (11:30 – 01:00)
• Identifying service bottlenecks and audit red flags - Module 16: Monitoring, Event, and Access Management (02:00 – 03:30)
• System logs, access reviews, and alert handling
Day 5: Reporting, Maturity, and Continual Improvement
- Module 17: ITIL Maturity Assessment and Gap Analysis (07:30 – 09:30)
• Using frameworks to assess ITSM capability - Module 18: Building the ITIL Audit Report (09:45 – 11:15)
• Findings, ratings, and remediation guidance - Module 19: Workshop – Final Report Presentation (11:30 – 01:00)
• Communicating audit results to IT leadership - Module 20: Course Wrap-Up and Certification (02:00 – 03:30)
• Action planning and peer feedback
Certification
Participants will receive a Certificate of Completion in ITIL Process Audit, confirming their capability to assess IT service processes against ITIL best practices and contribute to service excellence and compliance.