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ISO 20000 Internal Auditor Training Course


Course Overview

ISO 20000-1:2005 is the standard for IT Service Management. It provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet the business and customer requirements. This intensive 3-day course provides students with the necessary understanding of ISO 20000-1:2005 and the steps required to conduct internal audits of an IT Service Management system.

Course Objective

  • Understand the Purpose of ISO 20000-1:2005
  • Understand the Role of Service Management Processes
  • Understand the Individual Requirements of ISO 20000-1:2005 and How They Apply to IT Service Management Systems
  • Learn Basic ISO 20000-1:2005 Implementation Steps
  • Understand the Roles and Responsibilities of the Auditor
  • Apply ISO 19011:2002 Definitions, Concepts, and Guidelines
  • Recognize the Principles, Practices, and Types of Audits
  • Conduct all Phases of an Internal Audit (Plan, Execute, Report, Record, Follow Up, Closure)
  • Prepare and Present Effective Reports
  • Understand the ISO 20000-1:2005 Certification Scheme

Course Benefits

Following main topics suitably supported with a number of Exercises
(Individual as well Team Exercises) are covered.

  • ITSMS concepts & benefits
  • ISO 20000-1:2000 Requirements
  • Correlation with other relevant standards
  • ITSMS Processes
  • Audit management standard
  • Audit fundamentals
  • Audit planning
  • Audit execution
  • Audit reporting
  • Audit follow-up
  • ITSMS certification process
  • Examination