ISO/IEC 20000 Auditor
The purpose of the ISO IEC 20000 Auditor course is to provide sufficient understanding of ITSM generally and knowledge of the contents and requirements of the ISO 20000 standard to be able to perform audits against the standard. Students who have attended this course are suitably prepared to successfully take the associated ISO IEC 20000 Auditor certification test. This 20000 Auditor certification provides an effective learning environment for anyone interested in learning how to conduct the ISO/IEC 20000 process audit. The course introduces both theoretical and practical knowledge to course participants.
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Category
IT Service Management
Certificate
ISO/IEC 20000 Auditor
Duration
2-days
Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO IEC 20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery, and improvement of services to fulfill agreed service requirements. ISO IEC 20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard.
Why take this ISO IEC 20000 Auditor training?
The purpose of the ISO IEC 20000 Auditor course is to provide a sufficient understanding of ITSM generally and knowledge of the contents and requirements of the ISO 20000 standard to be able to perform audits against the standard. Students who have attended this course are suitably prepared to successfully take the associated ISO IEC 20000 Auditor certification test. This 20000 Auditor certification provides an effective learning environment for anyone interested in learning how to conduct the ISO/IEC 20000 process audit. The course introduces both theoretical and practical knowledge to course participants.
What you will learn
At the end of this course, the student will be able to understand the principles of IT Service Management and the requirements of the ISO 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification Scheme. Specifically, the student will understand:
- Understand the scope and purpose of ISO/IEC 20000 and how the various parts of it can be used during auditing and certification
- Know key terms and definitions
- Understand Service Management general principles
- Define the structure, processes, objectives and high level requirements of ISO/IEC 20000-1
- Understand the issues regarding applicability and scope definition
- Differentiate the purposes of internal and external audits, their operation and the associated terminology.
- Comprehend the operation of the APMG Certification Scheme
- Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000-1
- Advise and assist in certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
- Audit organizations to identify conformity and improvements against ISO/IEC 20000-1
Course Approach
This 2-day ISO/IEC 20000 Auditor course provides an effective learning environment for anyone interested in learning how to conduct an ISO/IEC 20000 audit.
An interactive approach is used to combine lectures, discussions,s and handouts to prepare participants for the ISO/IEC 20000 Auditor certification exam.
Who should attend?
- Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1.
- Internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard.
- Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.
Course Delivery
Classroom or Virtual Classroom
What’s included
- ISO/IEC 20000 Auditor classroom workbook containing all of the presentation materials, course notes, and sample exams.
- Exam voucher
- Free refresher course**
Prerequisites
A minimum of 3 years’ experience conducting audits, preferably in an IT environment.
About the Examination
- The exam is closed book with 40 multiple-choice questions.
- 26 marks required to pass (out of 40 available) – 65%
- The exam lasts 60 minutes.
- The exam can be taken online.
Exam Body
APMG
** Terms & conditions applied.
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What our clients say
Concepts Covered
Introduction and background to ISO/IEC 20000
- Service Management – What is it and why do we need it?
- ISO/IEC 20000
- What is it and why do we need it?
- Relationship with other frameworks and standards
- ISO/IEC 20000 certification
Principles of Best Practice and IT Service Management
- Service Management Best Practice
- Processes and key concepts
- Terms and definitions
- Service Management Best Practice
IT Service Management, Processes & Concepts
- Scope
- Clauses
- Context of the organization
- Leadership
- Planning
- Support of the service management system
- Operation of the service management system
- Performance evaluation
- Improvement
Applicability and the Definition of Scope
- ISO/IEC 20000 scope and applicability
- Governance of Processes Operated by Other Parties
- Scope
- Relation diagrams
Types of Audits and Audits Outcomes
- Audit Types
- Audits Outcomes
How Tools Support Certification
- ISO/IEC 20000 and Technology
ISO/IEC 20000 for Auditors
- General management system
- Specific to service management
Training Schedules
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