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Training content
Overview
ISO/IEC 20000 IT Service Management System Internal Auditor Training has been designed to train internal auditors who can assess the conformity and effectiveness of the IT Service Management System.
The training is based on ISO/IEC 20000-1:2018, ISO/IEC 20000-1:2018/Amd 1:2024 and ISO 19011:2026.
The language of the training is Turkish. The training is delivered online.
About the Training
The training covers IT service processes, service performance, incident and problem management, change management, continuity, supplier management, internal audit planning, objective evidence, nonconformities and reporting.
Who Should Attend?
- Internal auditor candidates
- IT managers
- Service management specialists
- Information technology teams
- Quality personnel
- System administrators
- Risk and compliance teams
Objectives and Outcomes
The aim is for participants to understand the ISO/IEC 20000-1 requirements, assess IT service processes and conduct effective internal audits.
By the End of the Training
Participants will be able to:
- Interpret the ISO/IEC 20000 requirements.
- Audit IT service processes.
- Evaluate service performance.
- 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
- Leadership and Planning
- Risks and Opportunities
- Service Portfolio
- Service Level Management
- Demand and Capacity Management
- Service Continuity
- Information Security
- Supplier Management
- Incident and Request Management
- Problem Management
- Change Management
- Release and Deployment
- Performance and Improvement
- ISO 19011 Auditing Principles
- Internal Audit Planning
- Interviewing and Sampling
- Objective Evidence
- Writing Nonconformities
- Audit Reporting
- Corrective Action Follow-up
Training Method
The training is delivered through subject instruction, IT service scenarios, audit planning, evidence evaluation and practical exercises in writing nonconformities.
Attendance and Certificate
Certificate 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 Internal Auditor Training suitable for?
It is suitable for professionals involved in IT service management and internal audit processes.
What is the main objective of the training?
To provide participants with the internal auditor competence required to assess the conformity and effectiveness of the IT Service Management System.
Which processes are audited?
Service level, incident, problem, change, capacity, continuity, supplier and performance processes are assessed.
What is ISO/IEC 20000-2 used for?
It provides guidance on implementing the requirements of ISO/IEC 20000-1. The current version is ISO/IEC 20000-2:2019.
What is the difference between Auditor Training and Internal Auditor Training?
Internal Auditor Training focuses on internal audits within an organisation. Auditor Training covers first-, second- and third-party audits.
What does ISO/IEC 20000-1:2018/Amd 1:2024 cover?
It includes amendments requiring climate change to be considered when assessing the organisation's context and interested parties.
Is there an examination at the end of the training?
Yes. An assessment examination is conducted at the end of the training.
References
- ISO/IEC 20000-1:2018
- ISO/IEC 20000-1:2018/Amd 1:2024
- ISO/IEC 20000-2:2019
- ISO 19011:2026
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