The ISO/IEC 20000 Internal Auditor course addresses the standard from the point of view of the requirements of an audit. It highlights the audit activities set by the ISO/IEC 19011 standard, and trains the participant to carry out audits in an organization that has implemented a service management system based on ISO/IEC 20000.

The student who completes the course will develop the capabilities needed to carry out internal audits of a service management system, and will be prepared to face an external audit of his/her organization’s service management system. Besides, the student will be prepared to take the official exam in order to obtain the ISO/IEC 20000 Internal Auditor certificate.


Objectives

To provide students with practical understanding of the audit cycle and with the skills and knowledge to:

  • Perform audits against the requirements of ISO/IEC 20000 and conducted in accordance with ISO 19011 and contribute to the continual improvement of the management system.
  • Describe with reference to the Plan, Do, Check, Act (PDCA) cycle, the purpose, structure and requirements of ISO/IEC 20000 from the point of view of an auditor.
  • Describe the responsibilities of an auditor and describe the importance of an audit for the maintenance and improvement of management systems.

Audience

This course is aimed to:

This course is aimed to:

Internal and external service providers in an ISO/IEC 20000 environment, or those who have interest in these standards, even though their organization is not certified in ISO/IEC 20000-1.

Some specific roles which can benefit from this course include:

  • Auditor or assessor
  • Customer representatives
  • Managers / senior management
  • Stakeholder representatives
  • IT providers
  • Project specialists
  • ITSM Consultants
  • Individuals who want to demonstrate ITSM competencies
  • Service Quality Systems Auditors

Prerequisites

The participant who takes this training course and the certification exam must hold the ISO/IEC 20000 Specialist certificate. Certificate must be presented as evidence for exam registration.


Characteristics

The course has the following characteristics:

  • It is structured in thematic units, with a balance between theory and practice.
  • Includes a sample exam, prior to the certification exam.
  • Includes an official certification exam issued by EXIN.
  • A certificate of course completion is delivered.
  • The length is 3 days.
  • 5 additional hours of personal study during the course are recommended.
  • Has a minimum requirement of 6 and a maximum of 25 participants.

Exam

The certification exam has the following characteristics:

  • Contains 60 multiple choice questions based on scenarios.
  • The length is 120 minutes.
  • A minimum of 39 out of 60 correct answers or 65% is required to pass.
  • It can be paper-based or web-based. When it is paper-based, the results will be notified to the participant afterwards through email. When it is web-based, the participant will get the results immediately after finishing the exam.
  • It is a closed-book exam.
  • The participants who do not pass the exam can take it again any times with an extra cost.

Topics

The course has the following topics:

  1. The Quality Approach to IT Service Management
  2. Management and Improvement of IT Service Management Processes
  3. Service Delivery Processes
  4. The Relationship Processes
  5. The Resolution Processes
  6. The Control Processes
  7. Terms and Definitions
  8. Planning the audit program
  9. Managing Audits
  10. Communicate & Address Audit Results
  11. Improving the audit program
  12. ISO/IEC 20000 Qualification Scheme
  13. Exam Description
  14. Review, Evaluation and Examination

Advantages offered by Global Lynx

Our instructors are certified in different ITSM disciplines and have extensive experience in:

  • The design and implementation of IT service management processes based on industry best practices in public and/or private organizations.
  • The selection, implementation and configuration of tools which support the IT processes.
  • Teaching various ITSM courses in the academic and professional fields.
  • Audits of IT service management systems.
The participant receives a high quality student handout.