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Fact Sheet
2 Day/Classroom
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It proposes a process approach to IT Service Management within an overall Plan-Do-Check-Act (PDCA) cycle. This approach enables IT organizations to establish IT Service Management processes to deliver managed services in a systematic and controlled manner and to enhance the quality of IT services to customers. ISO/IEC 20000 is aligned with and complementary to the process approach defined in IT Infrastructure Library (ITIL®) from the Office of Government Commerce (OGC).
Course Description
The ISO/IEC 20000 Auditors course is a 2-day classroom training relevant for professionals who play a role in auditing the ISO/IEC 20000 standard. This course is designed for professionals and certified auditors who would like to learn how to perform auditing activities as either internal or external auditors based on the ISO/IEC 20000 standard. At the end of the 2-day classroom training, the ITSMF certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit.
The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard.
The exam consists of a closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions correctly.
Prerequisites
An employee or contractor of an RCB organization who is:
• A certified ISO 9000, BS 7799, or Ticket auditor; it is the responsibility of the training provider to ensure that the
candidates hold one of these certificates before they take the training course.
• An IT auditor with at least 3 years' general IT auditing experience.
• Able to communicate effectively with managers, subordinates, colleagues, users, and customers
Note: Although it is not a prerequisite, candidates who hold an ITIL® Service Management Managers certificate will be at an advantage.
Learning Objectives
At the end of the course, participants will be able to:
• Identify the objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000.
• Identify the core processes of the ISO/IEC 20000 standard.
• Describe the key activities and requirements of each process involved.
• Identify the requirements of the overall Service Management system and plan.
Audience
IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000.
Course Organizational Logistics
• Up to 16 participants
• Classroom with a U-shaped seating arrangement
• A minimum of 1 break-out room
• Whiteboard, flipchart, and projector.
Delegates whose first language is not English and who are taking the Consultants exam can receive a 15-minute extension to their exam, if requested. A dictionary can also be used, but it should not be an electronic one.
2 Day/Classroom
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It proposes a process approach to IT Service Management within an overall Plan-Do-Check-Act (PDCA) cycle. This approach enables IT organizations to establish IT Service Management processes to deliver managed services in a systematic and controlled manner and to enhance the quality of IT services to customers. ISO/IEC 20000 is aligned with and complementary to the process approach defined in IT Infrastructure Library (ITIL®) from the Office of Government Commerce (OGC).
Course Description
The ISO/IEC 20000 Auditors course is a 2-day classroom training relevant for professionals who play a role in auditing the ISO/IEC 20000 standard. This course is designed for professionals and certified auditors who would like to learn how to perform auditing activities as either internal or external auditors based on the ISO/IEC 20000 standard. At the end of the 2-day classroom training, the ITSMF certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit.
The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard.
The exam consists of a closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions correctly.
Prerequisites
An employee or contractor of an RCB organization who is:
• A certified ISO 9000, BS 7799, or Ticket auditor; it is the responsibility of the training provider to ensure that the
candidates hold one of these certificates before they take the training course.
• An IT auditor with at least 3 years' general IT auditing experience.
• Able to communicate effectively with managers, subordinates, colleagues, users, and customers
Note: Although it is not a prerequisite, candidates who hold an ITIL® Service Management Managers certificate will be at an advantage.
Learning Objectives
At the end of the course, participants will be able to:
• Identify the objectives and major content of IT Service Management processes within the scope of ISO/IEC 20000.
• Identify the core processes of the ISO/IEC 20000 standard.
• Describe the key activities and requirements of each process involved.
• Identify the requirements of the overall Service Management system and plan.
Audience
IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000.
Course Organizational Logistics
• Up to 16 participants
• Classroom with a U-shaped seating arrangement
• A minimum of 1 break-out room
• Whiteboard, flipchart, and projector.
Delegates whose first language is not English and who are taking the Consultants exam can receive a 15-minute extension to their exam, if requested. A dictionary can also be used, but it should not be an electronic one.