The ISO/IEC 20000 Auditor course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation into ITSM in general and ISO/IEC 2000 in particular. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.


  • The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand: 
  • The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements)
  • Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider.
  • Application and relevance of parts of the ISO/IEC 20000 series
  • What is required in pre-audits, formal certification and surveillance audits
  • The regulations of the APMG certification scheme. 


  • Background to the ISO/IEC 20000 standard 
  • Certification schemes and the APMG certification scheme  Principles of IT service management 
  • ISO/IEC 20000-1:2011 (Part 1), its usage  and relevance within the certification process 
  • The SMS, the processes and mandatory requirements within Part 1 
  • Documentation required to achieve certification and to demonstrate conformity
  • The usage of ISO/IEC 20000-2 (Part 2) in  support of Part 1 and the certification process
  • Applicability, eligibility and scoping based on ISO/IEC 20000-3 (Part 3)

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