Course Overview

• This accredited ISO/IEC 20000 Auditor qualification accredited course will provide delegates with sufficient understanding of IT service management generally, and of the ISO/IEC 20000:1-2011 standard specifically. This understanding will enable delegate to perform audits against the standard.
  This course is delivered as a public or as an onsite course.

Course Objectives

The course will enable delegates to 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)
• Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider.
• Application and relevance of parts of the ISO/IEC 20000 series
• What is required in pre-audits, formal certification and surveillance audits
• The regulations of the APMG certification scheme.

Content

• Background to the ISO/IEC 20000 standard
• Certification schemes and the APMG certification scheme
• Principles of IT service management
• ISO/IEC 20000-1:2011 (Part 1), its usage and relevance within the certification process
• The SMS, the processes and mandatory requirements within Part 1
• Documentation required to achieve certification and to demonstrate conformity
• The usage of ISO/IEC 20000-2 (Part 2) in support of Part 1 and the certification process
• Applicability, eligibility and scoping based on ISO/IEC 20000-3 (Part 3)
  
  

Information:  

Many organizations have achieved ISO/IEC 20000, the IT Service Management standard that is aligned with ITIL®. Certification has been growing rapidly across the world. ISO/IEC 20000 is the auditing standard that is aligned with ITIL. Adopting an ITIL based framework is well suited for achieving ISO/IEC 20000 certification.

Who Should Attend?

• The course 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 are required to have a minimum of three years’ experience of auditing in an IT environment as the course does not cover generic principles of management system auditing.