ISO/IEC 20000 Auditor Certificate
(Currently under development - please contact us for expected delivery dates)
Eligibility criteria
The Auditor training course is suitable for candidates who meet the following minimum criteria.
- an employee (or contractor) of an Registered Certification Body organisation who is:
- a certified ISO 9000, BS 7799 or Tickit auditor
- an IT auditor with at least three years' general IT auditing experience
or
- an employee of any organisation who is:
- a certified internal auditor.
- an IT auditor with at least three years' general IT auditing experience
In either case they must be able to communicate effectively with managers, subordinates, colleagues, users and customers
Course Objectives
On completion of this training course, delegates will:
- Will be able to conduct either internal ISO20000 audits or external certification audits for accredited Registered Certification Bodies (RCBs).
- Have an understanding of the ISO20000 Standard and associated itSMF Certification process
- ToBe ready to sit the itSMF ISO20000 Auditor Certificate examination
Course Contents
Overview of the ISO20000 Service Management standard
- Introduction and background
- The certification scheme
- Use and application of the standard (Part 1 and Part 2)
- Assessments and audits
- Role of toolsets
- Eligibility and scoping
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
- Business Relationship Management
- Supplier Management
Candidate assessment
- Assignments
- Mock Exams
- Certification Examination