The ISO/IEC 20000 Auditors course is classroom training relevant for professionals who play a role in auditing the ISO/IEC 20000 standard. This course is designed for professionals and certified auditors who would like to learn how to perform auditing activities as either internal or external auditors based on the ISO/IEC 20000 standard. At the end of the 2- day classroom training, the ITSMF certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit.

The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard. The exam consists of a closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions correctly.

Learning Objectives:

At the end of the course, participants will be able to:

  • Identify the objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000.
  • Identify the core processes of the ISO/IEC 20000 standard.
  • Describe the key activities and requirements of each process involved.
  • Identify the requirements of the overall Service Management system and plan.

Agenda:

Day 1

  • Registration
  • Introduction
  • Overview of ISO/IEC 20000
  • Break
  • Overall Management Requirements Group Assignment 1
  • Lunch
  • Service Delivery Processes
  • Break
  • Relationship Processes
  • Multiple-Choice Sample Paper 1
  • Review Paper 1
  • Close 
  • Homework - MultipleChoice Sample Paper 2

Day 2

  • Review of Homework
  • Resolution Processes
  • Control Processes 
  • Group Assignment 2
  • Break
  • Release Processes
  • Automation and Tools
  • Scoping, Eligibility, and Audit Preparation
  • Lunch
  • Group Assignment 3
  • Exam Preparation
  • Course Summary and Evaluation
  • Break
  • Examination
  • Close

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