The ISO 20000 Internal Auditor Course is tailored to explore the complexities of the ISO 20000 standard in detail. As organizations increasingly depend on efficient IT services to succeed in a digital world, grasping and applying this standard has become essential. This training provides a comprehensive understanding of the framework, emphasizing its importance in building and sustaining an effective IT Service Management system.Professionals in IT Service Management, Quality Assurance, and Internal Auditing should consider enrolling in this course to expand their expertise. The certification is especially advantageous for those aiming to ensure their organization's IT services meet international standards. Internal Auditors, IT Managers, and Quality Assurance Professionals will find this training highly beneficial for gaining mastery over the principles and practices of the ISO 20000 standard.This 2-day program by The Knowledge Academy is carefully designed to provide delegates with the knowledge and skills necessary to conduct effective internal audits in line with the ISO 20000 standard. Participants will learn how to assess the efficiency of an IT Service Management system, pinpoint areas for enhancement, and ensure adherence to the standard.

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ISO 20000 Internal Auditor

ISO 20000 Internal Auditor Course Outline

Module 1: Information Technology Service Management
(ITSM)  

  • Building the Business Case 
  • Defining the Scope of ITSMS 
  • Overview of IT Service Management 
  • Advantages of IT Service Management 
  • ITSMS Policies 
  • Process and Procedure Documentation 
  • Process-Oriented Approach 
  • Core Principles of IT 
  • Project Plan Development 
  • IT Services Accounting 
  • Budgeting and Financial Management 

Module 2: Introduction to ISO/IEC 20000  

  • Overview of ISO/IEC 20000 
  • Key Benefits of ISO/IEC 20000 
  • Structure and Components of ISO/IEC 20000 

Module 3: Scope of ISO/IEC 20000  

  • General Scope Overview 
  • Scope Application 

Module 4: Terms and Definitions  

  • Introduction to Key Terms 
  • Terms Related to Management System Standards 
  • Service Management-Specific Terminology 

Module 5: Organizational Context  

  • Understanding Organizational Context and Environment 
  • Identifying Stakeholders’ Needs and Expectations 
  • Determining the Service Management System Scope 
  • Overview of the Service Management System 

Module 6: Auditing Basics  

  • Defining Auditing 
  • Various Types of Audits 
  • Key Audit Terminology 
  • Advantages of Conducting Audits 

Module 7: Auditing Roles and Core Principles  

  • Roles in the Auditing Process 
  • Building and Managing an Audit Team 
  • Ensuring Confidentiality 
  • Maintaining Independence 
  • Evidence-Based Auditing Approach 
  • Upholding Integrity 
  • Fair and Accurate Audit Reporting 

Module 8: Auditor Responsibilities  

  • Managing Audit Personnel 
  • Preparing Effective Checklists 
  • Defining the Scope of Work 
  • Overseeing an Audit Programme 
  • Facilitating Communication Across Organizational Levels 

Module 9: Internal Auditor Skills and Competencies  

  • Essential Personal Attributes 
  • Required Skills for Auditors 
  • Knowledge Base for Effective Auditing 

Module 10: Internal Auditing Purpose and Processes  

  • Identifying Issues and Detection 
  • Sampling Techniques for Auditors 
  • Recognizing Nonconformities 
  • Agreeing on and Categorizing Nonconformities 
  • Preventative Measures and Protection 
  • Implementing Corrective Actions 
  • Verifying Corrective Actions 
  • Documenting Corrective Action Requests 

Module 11: Leadership in Service Management  

  • Demonstrating Leadership and Commitment 
  • Developing Policies 
  • Assigning Organizational Roles, Responsibilities, and Authorities 

Module 12: Strategic Planning  

  • Addressing Risks and Opportunities 
  • Setting Service Management Objectives and Planning for Success 
  • Designing the Service Management System Plan 

Module 13: Supporting the Service Management System  

  • Allocating Resources 
  • Building Competence 
  • Promoting Awareness 
  • Effective Communication Strategies 
  • Managing Documented Information 
  • Leveraging Organizational Knowledge  

Target Audience

• Managers 

• Supervisors 

• IT professionals 

• Prospective auditors

IT Includes

1. 2 days interactive instructor-led ISO 20000 internal auditor training in Pitcairn

2. Training provided by highly qualified, certified, and accredited trainers from PECB 

3. Certificate of ISO 20000 Internal Auditor course by PECB 

4. Certification

Exam Format

• Number of questions: 40 

• Exam Mode: Online/Web-based Closed book 

• Duration: 60 mins 

• Exam format: Multiple Choice Questions

ACCREDITED BY

Authorised Governing Body and Mindbel

DURATION

Online Instructor-led (2 days) English

EXAM

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Related Courses

ISO 9001 Lead Auditor

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Benefits of ISO 20000 Internal Auditor training with Mindbel

Average Salary

$120K

per annum

Expected Job growth rate

30%

Companies Hiring

Job Roles

  • IT Service Management Professionals
  • Quality Assurance Specialists
  • Compliance Officers
  • Auditors and Assessors
  • Process Improvement Experts
  • IT Managers and Supervisors
  • Service Desk Managers
  • IT Consultants
  • Professionals in Training 

Benefits

• Gain a thorough understanding of the ISO 20000 standard, its principles, and requirements.

• Develop expertise in auditing IT service management systems as per ISO 20000 guidelines.

• Learn to assess and ensure compliance with ISO 20000 standards within IT service organizations.

• Acquire skills to identify areas for improvement and enhance the quality of IT service delivery processes.

• Learn effective strategies to identify risks and mitigate potential non-conformities within service management systems.

• Obtain a globally recognized certification as an ISO 20000 Internal Auditor, enhancing professional credibility.

• Boost career prospects by specializing in auditing IT service management systems, a sought-after skill in the industry.

• Add auditing skills specific to ISO 20000 to your professional toolkit, expanding your expertise in IT service management.

• Contribute to organizational success by ensuring IT service management aligns with international best practices, optimizing service delivery.

ISO 20000 Internal Auditor Training FAQs

ISO 20000 is an international standard for IT Service Management (ITSM) that provides a framework for managing and delivering IT services to meet the needs of customers.

Anyone who is involved in the internal audit process or management of an organization seeking ISO 20000 certification in Pitcairn, including IT professionals, managers, and quality assurance personnel.

Topics typically covered in an ISO 20000 auditor course include the structure of ISO 20000, the requirements of the standard, the internal audit process, and techniques for conducting effective internal audits.

The length of an ISO 20000 Internal Auditor course in Pitcairn can vary, but it is typically 2 days long.

The cost of an ISO 20000 Internal Auditor course in Pitcairn can vary depending on the provider and location.

The benefits of becoming an ISO 20000 auditor include gaining a deeper understanding of the ISO 20000 standard, improving the organization's IT service management processes, and providing valuable skills that are in demand by organizations seeking ISO 20000 certification in Pitcairn.

The role of an ISO 20000 Internal Auditor is to conduct internal audits to ensure that the organization's ITSM processes are in compliance with the requirements of ISO 20000. They are responsible for evaluating the effectiveness of the management system, and making recommendations for improvement.

There are no specific qualifications required to become an ISO 20000 Internal Auditor in Pitcairn, but it is generally recommended that auditors have experience in IT service management and a good understanding of the ISO 20000 standard.

An ISO 20000 Internal Auditor is responsible for conducting internal audits, while an ISO 20000 Lead Auditor is responsible for conducting external audits of organizations seeking ISO 20000 certification. Lead Auditors typically have more experience and knowledge of the standard than Internal Auditors.

The benefits of an organization having an ISO 20000 certification include improved ITSM processes, increased customer satisfaction, improved competitiveness, and recognition as a provider of high-quality IT services. The certification also provides a benchmark for continuous improvement and helps to demonstrate the organization's commitment to ITSM best practices.

ISO 20000 Internal Auditor training in Pitcairn is important because it equips individuals with the skills and knowledge to effectively conduct internal audits of an organization's ITSMS and contribute to its improvement.  

ISO 20000 Internal Auditor training enables individuals to assess the organization's ITSMS against the ISO 20000 standard, helping to identify non-conformities and ensure ongoing compliance.  

Essential skills include strong communication, attention to detail, analytical thinking, understanding of the ISO 20000 standard, risk assessment, and effective interviewing techniques.  

ISO 20000 Internal Auditors can verify corrective actions by examining evidence that demonstrates the effectiveness of actions taken to address identified non-conformities within the IT service management system.  

ISO 20000 Internal Auditor training emphasizes the importance of clear and effective communication with auditees and stakeholders throughout the audit process. 

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