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EIEIO / BUSINESS, FINANCE & QUALITY

ISOIEC20000 Auditor

Course outline

ISOIEC200002 days
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Duration

2 days

Overview

ISO/IEC 20000-1:2018 is the internationally recognized standard for a service management system. It supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services to meet agreed requirements, so they deliver value for customers, users and the service provider.

Course Objectives

By attending this course the student will have gained sufficient understanding of Service Management generally and have knowledge of the contents and requirements of ISO/IEC 20000-1 to be able to perform audits on the standard.

Specifically, the student will be able to:

  • Understand the scope and purpose of ISO/IEC 20000 and how the various parts of it can be used during auditing and certification
  • Know key terms and definitions
  • Understand Service Management general principles
  • Define the structure, processes, objectives and high level requirements of ISO/IEC 20000-1
  • Understand the issues regarding applicability and scope definition
  • Differentiate the purposes of internal and external audits, their operation and the associated terminology.
  • Comprehend the operation of the APMG Certification Scheme
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITILÅ, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000-1
  • Advise and assist in certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
  • Audit organizations to identify conformity and improvements against ISO/IEC 20000-1

By attending this training course, the student will:

  • Understand ISO/IEC 20000's history, purpose and structure, what it is and why we need it
  • Be able to correlate between ISO/IEC 20000 key parts and other standards and regulatory frameworks
  • Understand the certification scheme and process and the benefit of integrating multiple management systems
  • Obtain a general understanding of Service Management best practice, it's benefits and it's relationship to ISO/IEC 20000
  • Gain knowledge of ISO/IEC 20000-1 key concepts and requirements
  • Differentiate the types of audits and audit outcomes
  • Learn how to conduct an audit on the ISO/IEC 20000-1 standard as an auditor for a RCB or as an internal auditor for their own organization
  • Understand how tools support certification
  • Our high impact accelerated learning approach increases learning by improving knowledge retention and skill application. This course is activity- based, resulting in a deeper understanding of the material and a greater impact on job performance.

Target Audience

Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1. Internal auditors who need to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.

Pre-requisites

You should have a minimum of three years' experience conducting audits, preferably in an IT environment.

About the Examination

The exam is closed book with forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam can be taken Paper based

Certificate

ISO/IEC 20000 Auditor

Credits

Upon successfully achieving the ISO/IEC 20000 Auditor certificate, the student will be recognized with 14 Professional Development Units (PDU’ s).

Outline

  • 1. Overview of ISO/IEC 20000 and related best practices, standards and schemes
  • Key documents, with their title and purpose, that comprise ISO/IEC 20000, their relationships & differences
  • The purpose & use of ISO/IEC 20000-1
  • Compatibility of SMS with other management system standards
  • The roles involved
  • Terms and definitions
  • Overview of Service Management
  • 2. Service management system general requirements
  • The objective of each of the clauses 4-7, 9 and 10
  • The concept of the SMS
  • The basic principles of the requirements for
  • the context of the organization
  • leadership
  • planning
  • support of the SMS
  • performance evaluation
  • Improvement
  • The ability to audit the SMS general requirements against the requirements of ISO/IEC 20000-1and identify improvements
  • 3. Operation of the service management system
  • The facts, terms & concepts relating to the processes within ISO/IEC 20000-1 specifically the objective of each of the processes within the SMS
  • The concepts, responsibilities, requirements and integration of each process
  • 4. Achieving ISO/IEC 20000 certification
  • Types of audits & audit outcomes
  • Applicability and scope definitions
  • Roles & responsibilities within the certification scheme
  • Evidence and requirements

Programme scope, delivery arrangements and suitability are confirmed during enquiry.