ISO 20000 Lead Auditor- Three day course
Overview
This course is aimed at practicing IT auditors who wish to conduct either internal ISO20000 audits or external certification audits for accredited Registered Certification Bodies (RCBs). This training provides delegates with an understanding of ISO/IEC 20000, the International Standard for IT Service Management (also known as ISO20000), and the associated itSMF Certification process. This Accredited course also prepares delegates for the industry recognised itSMF ISO20000 Auditor Certificate. The single organisation course can be tailored without the examination, to also cover Quality Management and Auditing Practices for staff who are not experienced auditors.
Objectives
-
To prepare practicing IT auditors who wish to conduct either internal ISO20000 audits or external certification audits for accredited Registered Certification Bodies (RCBs).
-
To provide an understanding of the ISO20000 Standard and associated itSMF Certification process
-
To prepare delegates for the itSMF ISO20000 Auditor Certificate
Who should attend?
The course is aimed at experienced internal or external auditors (working for an RCB) who have at least 3 years general IT auditing experience and must be either:
Attendees with an ITIL Service Management qualification will be at an advantage although this is not a pre-requisite.
Structure
The course is based on the ISO20000 specification and delivered in accordance with the itSMF accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the Trainers’ proven implementation track record.
Content
Overview of the ISO20000 Service Management standard
The standard is studied for Part 1 in detail and Part 2 in overview covering all sections as listed below.
Coordination and Integration processes
-
Requirements for a Management System
-
Planning and Implementing Service Management
-
Planning and Implementing New and Changed Services
Service Delivery processes
-
Service Level Management
-
Service Reporting
-
Budgeting and Accounting for IT Services
-
Capacity Management
-
Service Continuity and Availability Management
-
Information Security Management
Resolution, Control and Release processes
-
Incident Management
-
Problem Management
-
Configuration Management
-
Change Management
-
Release Management
Relationship processes
Candidate assessment
