Overview
This course is aimed at practicing IT auditors who wish to conduct either internal ISO20000 audits or external certification audits for accredited Registered Certification Bodies (RCBs).
This training provides delegates with an understanding of ISO/IEC 20000, the International Standard for IT Service Management (also known as ISO20000), and the associated it SMF Certification process.
This Accredited course also prepares delegates for the industry recognised it SMF ISO20000 Auditor Certificate.
The single organisation course can be tailored without the examination, to also cover Quality Management and Auditing Practices for staff who are not experienced auditors.
This training may be available onsite; please contact us if you are interested.
Audience
The course is aimed at experienced internal or external auditors (working for an RCB) who have at least 3 years general IT auditing experience and must be either:
- a certified ISO9000, BS7799 or TickIT auditor
or
- a certified internal auditor.
Attendees with an ITIL Service Management qualification will be at an advantage although this is not a pre-requisite
Skills Gained
- To prepare practicing IT auditors who wish to conduct either internal ISO20000 audits or external certification audits for accredited Registered Certification Bodies (RCBs).
- To provide an understanding of the ISO20000 Standard and associated itSMF Certification process
- To prepare delegates for the itSMF ISO20000 Auditor Certificate
Examinations
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 it SMF ISO20000 Auditor Certificate.
Prerequisites
Attendees with an ITIL Service Management qualification will be at an advantage although this is not a pre-requisite.
This training does not cover audit techniques or issues surrounding preparing an organisation for an audit.
Course Outline
Overview of the ISO20000 Service Management standard
- Introduction and background
- The certification scheme
- Use and application of the standard (Part 1 and Part 2)
- Assessments and audits
- Role of toolsets
- Eligibility and scoping
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
The training course outline shown above is a standardised version representing all
the dates shown and may vary from the course you attend. You will be sent the actual
course outline when you enquire about a specific date.