ISO/IEC 20000 Auditor

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Workshop Information

Who should do this course

This course is aimed at existing third-party or internal auditors who wish to understand the specific requirements of auditing IT Service Management Systems for conformance with the ISO standard

Why should do this course

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. The course covers the second edition of the standard (ISO IEC 20000-1:2011) which cancels and replaces the first edition (ISO IEC 20000-1:2005). Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Auditor certification test.

Course Objective

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:

The background to ISO/IEC 20000
The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used during auditing and certification
The key terms and definitions used
IT Service Management general principles
The structure and application of ISO/IEC 20000-1
The requirements of ISO/IEC 20000-1
Applicability and scope definition requirements
The purpose of internal and external audits, their operation and the associated terminology
The operation of the APMG Certification
The relationship with best practices and related standards – specifically ITIL®, ISO 9001 and ISO/IEC 27001

Pre-requisite

Candidates are required to have a minimum of three years’ experience of auditing in an IT environment since the course does not cover generic principles of Management System auditing.

Introduction

  • The background to ISO/IEC 20000
  • The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used during auditing and certification
  • Overview

  • The key terms and definitions used
  • IT Service Management general principles
  • The structure and application of ISO/IEC 20000-1
  • Operation

  • The requirements of ISO/IEC 20000-1
  • Applicability and scope definition requirements
  • The purpose of internal and external audits, their operation and the associated terminology
  • The operation of the APMG Certification
  • The relationship with best practices and related standards – specifically ITIL, ISO 9001 and ISO/IEC 27001
  • S. No.Name Education Experience


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