ISO 20000 Auditor
This course is currently not scheduled on the open calendar, but can be organized on request.Request Course
This qualification is aimed at existing third-party or internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000 standard.
Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third-party auditor or as an internal auditor for an organization. This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.
The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand: The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements); ITSM principles; Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider; Application and relevance of Parts 2 and 3 of the standard.; What is required in pre-audits, formal certification and surveillance audits using the regulations of the APMG certification scheme.
Class training alternated with exercises.
The ISO/IEC 20000 Auditors course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation into ITSM in general and ISO/IEC 20000 in particular. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.
- Overview of ISO/IEC 20000
- Overall Management Requirements - Group Assignment 1
- Service Delivery Processes
- Relationship Processes
- Multiple-Choice Sample Paper 1
- Review Paper 1
- Close day 1
- Homework : Multiple-Choice Sample Paper 2
- Review of Homework
- Resolution Processes
- Control Processes - Group Assignment 2
- Release Processes
- Automation and Tools
- Scoping, Eligibility, and Audit Preparation
- Group Assignment 3
- Exam Preparation
- Course Summary and Evaluation
- Examination (optional)