ISO 20000 Training | ISO 20000 Internal Auditor Training in Sarajevo

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 Audits
• 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

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 could be beneficial for the delegates.

ISO 20000 Internal Auditor Training Course Overview

ISO 20000 is the international standard for IT service management, designed to help organisations deliver effective managed services. This course provides a comprehensive introduction to ISO 20000, focusing on its relevance in today’s IT-dependent business environment. Delegates will gain insights into the requirements and processes needed to perform internal audits in accordance with ISO 20000 standards.

Proficiency in ISO 20000 is crucial for professionals aiming to ensure their organisation's IT services meet global standards. IT Managers, Quality Managers, Auditors, and IT Professionals should master this subject to enhance their capability in managing and auditing IT service management systems effectively. Mastery of ISO 20000 ensures high-quality service delivery, customer satisfaction, and continual improvement.

This 2-day training by The Knowledge Academy will equip delegates with the necessary skills to conduct successful internal audits against ISO 20000 requirements. It covers the audit lifecycle, from planning and conducting audits to reporting and follow-up. Through practical exercises and expert guidance, participants will learn how to identify non-conformities and opportunities for improvement, ensuring their organisation's IT services are robust and reliable.

Course Objectives

• To understand the principles and requirements of ISO 20000
• To learn the processes involved in IT service management
• To develop the skills to plan and conduct internal audits
• To identify and evaluate non-conformities
• To understand the roles and responsibilities of an Internal Auditor
• To gain insights into effective audit reporting

After completing the course, delegates will receive a certificate recognising their ability to perform ISO 20000 internal audits effectively. This certification demonstrates their expertise in maintaining high standards of IT service management within their organisation.

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

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