ISO/IEC 20000 for Auditors

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Overview

2-day public or single organisation course

This course is aimed at practicing third-party or internal auditors who wish to understand the specific requirements for auditing IT Service Management systems in compliance with the ISO/IEC 20000 standard.

This training provides delegates with an understanding of ISO/IEC 20000, the International Standard for IT Service Management and the associated APMG-International Certification process.

This Accredited course also prepares delegates for the industry recognised APMG-International ISO/IEC 20000 Auditor Certificate.

The private course can be tailored without the examination to also cover Quality management and Auditing practices for staff who are not experienced auditors.

Objectives

• To prepare practicing third-party or internal auditors who wish to understand the specific requirements for auditing IT Service Management systems in compliance with the ISO/IEC 20000 standard
• To provide an understanding of the ISO/IEC 20000 Standard and associated APMG-International Certification process
• To prepare delegates for the APMG-International ISO/IEC 20000 Auditor Certificate.

Who should attend?

Those wishing to understand:

• The contents, requirements, objectives and application of ISO/IEC 20000-1:2005 (Specification)
• IT Service Management Principles
• How to resolve ITSM Service Provider’s eligibility and scoping issues
• Application and relevance of ISO/IEC 20000-2:2005 (Code of Practice) to audits
• What is required in pre-audits and formal certification and surveillance audits
• All Auditors who wish to become RCBs under the APMG scheme.

Pre-requisites

Delegates should have as a pre-requisite at least 3 years general IT auditing experience. Attendees with an ITIL® Service Management qualification will be at an advantage although this is not a pre-requisite.

Professional qualification

The qualification is based on a closed book 1-hour multiple-choice examination. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the APMG-International ISO/IEC 20000 Auditor Certificate.

Structure

The course is based on the ISO/IEC 20000 specification and delivered in accordance with the APMG-International accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the Trainers’ proven implementation track record.

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Content

The course will include:

Overview of the ISO/IEC 20000 Service Management standard

• Introduction and background
• The certification scheme
• The relationship with ITIL
• Principles of IT Service Management
• ISO/IEC 20000 Contents
• Eligibility and scoping
• Tools for ISO/IEC 20000
• Other standards and frameworks

The standard is studied for Part 1 in detail and Part 2 in overview covering all sections as listed below.

Coordination and Integration processes

• Requirements for a Management System
• Planning and Implementing Service Management
• Planning and Implementing New and Changed Services

Service Delivery processes

• Service Level Management
• Service Reporting
• Budgeting and Accounting for IT Services
• Capacity Management
• Service Continuity and Availability Management
• Information Security Management

Resolution, Control and Release processes

• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

Relationship processes

• Business Relationship Management
• Supplier Management

Candidate assessment

• Assignments
• Mock Exams
• Certification Examination

Documentation

In addition to an in course hand-out delegates are issued with:

• IT Service Management Specification for Service Management (ISO/IEC 20000 - part 1)
• IT Service Management Code of Practice for Service Management (ISO/IEC 20000 - part 2)

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