Realdolmen Education


ISO 20000 Auditor

Deze cursus is momenteel niet ingepland op de open kalender, maar kan op aanvraag georganiseerd worden.

Cursus aanvragen

Aantal dagen

3 day(s)


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.


  • Introduction
  • 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)