ISO/IEC 20000 for Auditors
Categories: ISO/IEC 20000
ISO/IEC 20000 for Auditors

Duration:
2 days non residential

Fee*:
£1000 [*prices exclude VAT ]

About the Course:

ISO/IEC 20000 - International Standard for Service Management:
ISO/IEC 20000, the international standard for Service Management, allows auditors to audit organisations who are hoping to attain the standard either as an external Auditor formally assessing an organisation, or as an internal Auditor monitoring their organisation’s ongoing compliance.

Course Objectives:
To provide a key point introduction to ISO/IEC 20000 describing what it is, why it is needed, what is involved in certification and how to achieve it; potential next steps.

To provide consultants and internal auditors with sufficient background so that they can begin to help organisations make preparations for adoption of the standard, eventual audit, certification and ongoing compliance with it.

To prepare suitable candidates who meet minimum criteria in terms of qualifications and experience for the examination held at the end of the course, success in which results in the award of an appropriate itSMF ISO/IEC 20000 qualification.

Who will the course benefit?
External Auditors and Assessors working on behalf of a Registered Certification Body (RCB) involved in the formal audit and assessment of an organisation’s capability with regads to ISO/IEC 20000 (Certified ISO 9001, BS 7799 or TickIT auditor with 3 years general IT auditing experience).

Internal Auditors and Assessors involved in auditing and assessing their own organisation’s ongoing compliance with the standard (certified internal auditor with at least 3 years general IT auditing experience).

What skills will the delegate gain?
This course will enable delegates to: 
- Understand and describe the principles, terminology, key activities and requirements of each of the core processes of the ISO/IEC 20000 standard. 
- Identify the requirements of the overall Service Management System and plan. 
- Describe the key principles of best practice as defined in Part 2 of ISO/IEC 20000. 
- Prepare and implement plans and improvement projects for achieving ISO/IEC 20000 certification.

Pre-Requisites:
Either a Certified ISO 9001, BS 7799 or TickIT auditor with 3 years general IT auditing experience or a certified internal auditor with at least 3 years general IT auditing experience.

Course Content:
- Introduction
- What Is ISO/IEC 20000, ITIL, IS Service Management?
- How do they relate to each other?
- Why do we need them?
- What is the ISO/IEC 20000 Certification scheme and regulations?
- Major processes and deliverables; ISO/IEC 20000 language and terms; types of business who needs the standard; Benefits, Scope, Role of registered Certification Body (RCB).
- Practical work.
- What is involved in gaining ISO/IEC 20000? What is Part 1?
- What does it contain and how can we use it?
- Specification for Service Management, mandatory requirements Scope, terms and definitions, Requirements for a management system, Planning and implementing service management, Planning and implementing new or changed services, Service delivery processes, Relationship processes, Resolution processes, Control processes and Release processes.
- Practical work and exam practice.
- What is the role of Part 2?
- Code of practice for Service Management; Introduction and overview; Scope, terms and definitions; The management system; Planning and implementing service management; Service delivery processes; Relationship processes; Resolution processes; Control processes; Release processes.
- Practical work and exam practice.
- Gaining the ISO/IEC 20000 certificate
- How to assess readiness (eligibility, criteria, scoping guidelines, scoping statements).
- How to use the Part 1 and Part 2.
- How to develop the vision and plan, the main steps to certification.
- Tools and techniques to help. RCB role.
- Practical work and exam practice.
- Next Steps
- Getting ready for the ISO/IEC 20000 audit; keeping the certificate; how to be a ISO/IEC 20000 Internal Auditor/ Consultant.
- The Examination

Examinations:
Accreditations for the ITSMF ISO/IEC 20000 Qualification Scheme has been applied for.

Notes:
All delegates on our ISO/IEC 20000 courses MUST have access to their own working copy of both the ISO/IEC 20000 Part1 and Part2 documents for the duration of the course.

Follow-on Courses:
No follow-on courses have been defined

 
Course Dates
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LocationDistance (approx)Course Start DateNo. DaysWeb price ex.VATCourse Status 
Leeds192 miles Mon 15 Dec 08 2£1,000      CLICK TO ENQUIRE
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Tools
 
Key Details
Provided by:
Parity Training Ltd


 
Duration2 days
 
£1,000
per delegate