ISO 20000 Internal Auditor Overview

ISO 20000 Internal Auditor Outline

Module 1: Information Technology Service Management (ITSM)

  • Business Case
  • Define the Scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS Policy
  • Documentation of Process and Procedures
  • Process Approach
  • Principles of Information Technology
  • Develop a Project Plan
  • Accounting the IT Services
  • Accounting and Budgeting

Module 2: Introduction and Background to ISO/IEC 20000

  • What is ISO/IEC 20000?
  • Benefits of ISO/IEC 20000
  • ISO/IEC 20000 – Parts

Module 3: Scope

  • General
  • Application

Module 4: Terms and Definitions

  • Introduction
  • Terms Specific to Management System Standards
  • Terms Specific to Service Management

Module 5: Context of the Organisation

  • Understanding the Organisation and its Context
  • Understanding the Needs and Expectations of Interested Parties
  • Determining the Scope of the Service Management System
  • Service Management System

Module 6: Introduction to Auditing

  • Define Auditing
  • Types of Audit
  • Audit Terminology
  • Benefits of Auditing

Module 7: Auditing Roles and Principles

  • Auditing Roles
  • Audit Team
  • Maintaining Confidentiality
  • Independence
  • Evidence-Based Approach
  • Integrity
  • Fair Presentation of Audit Reports

Module 8: Responsibilities of the Auditor

  • Management of Personnel
  • Preparing Checklist
  • Scope of Work
  • Managing an Audit Programme
  • Communication at All Levels of Organisation

Module 9: Skills and Competencies of an Internal Auditor

  • Personal Attributes
  • Skills
  • Knowledge

Module 10: Purpose of Internal Auditing

  • Detection
    • Sampling for Auditors
    • Nonconformities
    • Agreeing Nonconformities
    • Categorise Nonconformities
  • Protection and Prevention
    • Corrective Action
    • Checking Corrective Action
    • Listing of Corrective Actions Requests

Module 11: Leadership

  • Leadership and Commitment
  • Policy
  • Organisational Roles, Responsibilities, and Authorities

Module 12: Planning

  • Actions to Address Risks and Opportunities
  • Service Management Objectives and Planning to Achieve Them
  • Plan the Service Management System

Module 13: Support of the Service Management System

  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented Information
  • Knowledge

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Who should attend this ISO 20000 Internal Auditor Training Course?

The ISO 20000 Internal Auditor Course is designed for professionals seeking to specialise in evaluating and enhancing the effectiveness of IT Service Management Systems according to the ISO 20000 standard. Here are the professionals who will benefit from attending this course:

  • Audit Managers
  • IT Service Managers
  • Service Delivery Managers
  • IT Consultants
  • Risk Managers
  • IT Auditors
  • Quality Assurance Professionals

Prerequisites of the ISO 20000 Internal Auditor Training Course

There are no formal prerequisites for this ISO 20000 Internal Auditor Course. However, a strong understanding of the ISO 20000 standard IT Service Management (ITSM) principles can be beneficial for the delegates.

ISO 20000 Internal Auditor Training Course Overview

The ISO 20000 Internal Auditor Course is designed to delve into the intricacies of the ISO 20000 standard. As businesses increasingly rely on efficient IT services to thrive in a digital landscape, understanding and implementing this standard has become crucial. This training offers an in-depth look at the framework, focusing on its relevance in establishing and maintaining an effective IT Service Management system.

Professionals in IT Service Management, Quality Assurance, and Internal Auditing should consider this course to enhance their skill set. The certification is particularly beneficial for those looking to ensure their organisation’s IT services align with international standards. Internal Auditors, IT Managers, and Quality Assurance Professionals will find this training invaluable for mastering the principles and practices of the ISO 20000 standard.

This 2-day training by The Knowledge Academy is meticulously structured to equip delegates with the knowledge and skills required for conducting successful internal audits against the ISO 20000 standard. Delegates will learn how to evaluate the effectiveness of an IT Service Management system, identify areas for improvement, and ensure compliance with the standard.

Course Objectives:

  • To provide a thorough understanding of the ISO 20000 standard and its application in IT Service Management
  • To equip delegates with the skills necessary to conduct effective internal audits against the ISO 20000 standard
  • To enable identification and assessment of compliance with ISO 20000 requirements within an organisation
  • To foster an understanding of the roles and responsibilities of an ISO 20000 internal auditor
  • To encourage the development of strategies for continuous improvement in IT Service Management
  • To instil confidence in managing internal audit processes and reporting findings effectively

Upon completion of this course, delegates will not only gain the certification but also acquire a comprehensive skill set for conducting effective internal audits. This achievement will enable them to significantly contribute to their organisation’s continual improvement and adherence to international standards in IT Service Management.

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What’s included in this ISO 20000 Internal Auditor Training Course?

  • ISO 20000 Internal Auditor Examination
  • World-Class Training Sessions from Experienced Instructors
  • ISO 20000 Internal Auditor Certificate
  • Digital Delegate Pack

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ISO 20000 Internal Auditor Exam Information

To achieve the ISO 20000 Internal Auditor, candidates will need to sit for an examination. The exam format is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 30 
  • Total Marks: 30 Marks 
  • Pass Mark: 50%, or 15/30 Marks 
  • Duration: 40 Minutes  
  • Open Book/ Closed Book: Closed Book

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Why choose us

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 20000 Internal Auditor. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ISO 20000 Internal Auditor, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's ISO 20000 Internal Auditor. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ISO 20000 Internal Auditor sessions.


Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment


Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite ISO 20000 Internal Auditor at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.


Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

Our ISO 20000 Internal Auditor offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings


Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ISO 20000 Internal Auditor FAQs

ISO 20000 is a globally recognised standard that specifies best practices for IT Service Management (ITSM), focusing on aligning IT services with the needs of businesses and ensuring their efficient delivery.
Yes, ISO 20000 Internal Auditor Training Courses conclude with an examination, which assesses the delegate’s understanding of the course material and their ability to apply it in real-world scenarios.
There are no formal prerequisites for this ISO 20000 Internal Auditor Course.
The ISO 20000 Internal Auditor Course covers the principles and practices of conducting and leading internal audits, focusing on the evaluation of ITSM processes in line with ISO 20000 standards.
This course is most ideal for IT professionals, quality assurance managers, and auditors who aim to specialise in internal auditing of IT Service Management Systems as per ISO 20000 standards.
Our Internal Auditor Course includes a digital delegate pack, training sessions under experienced trainers, and a certificate upon completion of the course.
The duration of this Internal Audit Training spans across 3 days.
The Knowledge Academy offers a wide range of ISO certification courses, including ISO 9001 (Quality Management), ISO 27001 (Information Security Management), ISO 14001 (Environmental Management), and others, catering to various aspects of business management and compliance.
The training fees for ISO 20000 Internal Auditor certification in Australia starts from AUD3395
The Knowledge Academy is the Leading global training provider for ISO 20000 Internal Auditor.
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Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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