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Training content
Overview
ISO/IEC 20000 IT Service Management System Auditor Training has been designed to train auditors who can evaluate IT service management systems and conduct first-, second- and third-party audits.
The training is based on ISO/IEC 20000-1:2018, ISO/IEC 20000-1:2018/Amd 1:2024, ISO 19011:2026 and, with regard to certification audits, ISO/IEC 20000-6:2017.
The language of the training is Turkish. The training is delivered online.
About the Training
The training covers IT service management, service planning and delivery, service level management, change management, incident management, problem management, capacity management, continuity management, information security, supplier management, as well as audit planning, evidence evaluation, nonconformities and reporting.
Who Should Attend?
- ISO/IEC 20000 auditors
- Auditor candidates
- IT managers
- Service management specialists
- Information technology teams
- Quality and systems specialists
- Certification body personnel
Objectives and Outcomes
The aim is for participants to interpret ISO/IEC 20000-1 requirements from an auditor’s perspective, evaluate IT service processes and conduct effective audits.
By the End of the Training
Participants will be able to:
- Interpret ISO/IEC 20000 requirements.
- Audit IT service processes.
- Evaluate service performance.
- Conduct risk-based audits.
- Prepare an audit plan.
- Collect objective evidence.
- Write nonconformities.
- Prepare an audit report.
- Follow up corrective actions.
Programme and Method
Training Topics
- ISO/IEC 20000-1 Requirements
- Service Management System
- Context of the Organisation and Leadership
- Risks and Opportunities
- Service Portfolio
- Service Level Management
- Demand and Capacity Management
- Service Continuity
- Information Security Management
- Supplier Management
- Relationship Management
- Incident and Service Request Management
- Problem Management
- Change Management
- Release and Deployment Management
- Service Reporting
- Performance and Improvement
- ISO 19011 Auditing Principles
- ISO/IEC 20000-6 Requirements
- Audit Programme and Plan
- Interviewing and Sampling
- Objective Evidence
- Writing Nonconformities
- Audit Reporting
- Corrective Action Follow-up
Training Method
The training is delivered through subject presentations, IT service scenarios and practical exercises in audit planning, evidence evaluation, writing nonconformities and reporting.
Attendance and Certificate
Certification Rule
A certificate of attendance is issued to all participants whose attendance has been confirmed. To receive a certificate of achievement, participants must obtain a passing grade in the examination at the end of the training; participants who use all their examination attempts but do not pass will be issued a certificate of attendance.
FAQ and Resources
Who is ISO/IEC 20000 Auditor Training suitable for?
It is suitable for professionals who wish to work in IT service management and ISO/IEC 20000 audits.
What does ISO/IEC 20000-1 cover?
It specifies management system requirements for the planning, delivery, monitoring and continual improvement of IT services.
Why is ISO/IEC 20000-6 important?
It specifies additional requirements for organisations that conduct audits and certification in accordance with ISO/IEC 20000-1. The current version is ISO/IEC 20000-6:2017.
What is the difference between Internal Auditor Training and Auditor Training?
Internal Auditor Training focuses on internal audits, while Auditor Training focuses on first-, second- and third-party audits.
What does ISO/IEC 20000-1:2018/Amd 1:2024 cover?
It includes amendments concerning the consideration of climate change when evaluating the organisation’s context and interested parties.
Is the training practical?
Yes. It includes practical exercises in audit planning, evidence evaluation, nonconformities and reporting.
Is there an examination at the end of the training?
Yes. An assessment examination is administered at the end of the training.
References
- ISO/IEC 20000
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