Designed for professionals and certified auditors who would like to learn how to perform internal or external ISO/IEC 20000 auditing activities, this course covers the interpretation and application of the ISO/IEC 20000 standard. The ISO/IEC 20000 Auditors exam is conducted at the end of class.

What You'll Learn

• Objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000
• Core processes of the ISO/IEC 20000 standard
• Key activities and requirements of each process involved
• Requirements of the overall Service Management system and plan
• The road map towards ISO/IEC 20000 accreditation
• Relationships between the different Service Management processes from an audit perspective
• Prepare for the ISO/IEC 20000 Auditors exam

Who Needs to Attend

Internal and external IT auditors, quality consultants, IT consultants with a strong focus on auditing

Prerequisites

Minimum three years of experience conducting audits in an IT environment, either as a third party auditor or internal auditor for an organization.

Follow-On Courses

There are no follow-ons for this course.

Course Outline

1. Overview of ISO/IEC 20000

2. Overall Management Requirements

3. Group Assignments

4. Service Delivery Processes

5. Relationship Processes

6. Resolution Processes

7. Control Processes

8. Group Assignment

9. Release Processes

10. Automation and Tools

11. Scoping, Eligibility and Audit Preparation

12. Exam Preparation

13. Course Summary

14. Exam