ISO/IEC 20000 is the ISO Standard for IT service management. It provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet the business and customer requirements. This intensive three day course provides students with the necessary understanding of ISO/IEC 20000 and the steps required to conduct internal audits of an IT service management system. Additionally, the course briefly discusses the differences between BS 15000 and ISO/IEC 20000.
Learning objectives
- Understand the purpose of ISO/IEC 20000
- Understand the role of service management processes
- Understand the individual requirements of ISO/IEC 20000 and how they apply to IT service management systems
- Learn basic ISO/IEC 20000 implementation steps
- Understand the roles and responsibilities of the auditor
- Apply ISO 19011:2002 definitions, concepts, and guidelines
- Recognize the principles, practices, and types of audits
- Conduct all phases of an internal audit (plan, execute, report, record, follow-up, closure)
- Prepare and present effective reports
- Understand the ISO/IEC 20000 certification scheme
Course materials provided
Students receive comprehensive course manuals with reference materials.
Who should attend
- Staff tasked with managing, implementing, or internal auditing an IT service management system
- Auditors and others who wish to gain an understanding of ISO/IEC 20000.
Prerequisite
This is an introductory course designed for individuals with little or no previous knowledge of BS 15000 or ISO/IEC 20000. However, basic knowledge of internal auditing or ISO 9001 is highly recommended.
