Certified ISO 20000 Internal Auditor

This course is a classroom training relevant for professionals who play a role in auditing the ISO/IEC 20000 standard This course is designed for IT professionals and certified auditors who would like to earn 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 International certification xamination, which Is a multiplechoice exam, can be taken. 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 losed-book, 25-question, multiplechoice, paper based test. To pass, candidates must answer 18 or more questions correctly.

At the end of the course, you 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.

Learning Level: Advanced

Duration: 3day(s)

RECAP ON IT SERVICE MANAGEMENT AND ITIL ISO 20000 STANDARD AND CERTIFICATION PROCESS

• Introduction and background
• Use and application of the standard (Part 1 and Part 2)
• Role of toolsets
• Assessments and audits
• The certification scheme
• Eligibility and scoping

OVERVIEW OF THE ISO20000 SERVICE MANAGEMENT STANDARD

• Coordination and integration processes
• Requirements for a Management System
• Planning and Implementing Service Management
• Planning and Implementing new and changed Services

OVERVIEW OF SERVICE DELIVERY PROCESSES

• Service Level Management
• Capacity Management
• Service Continuity and
• Availability Management
• Budgeting and Accounting for IT Services
• Service Reporting
• Information Security Management

OVERVIEW OF RESOLUTION, CONTROL AND RELEASE PROCESSES

• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

OVERVIEW OF RELATIONSHIP PROCESSES

• Business Relationship Management
• Supplier Management

DOCUMENTATION

• Delegates are provided with an in course hand-out