ISO20000 for Auditors

2 Day Course
Official ITIL Curriculum
Code ISA

This course has been retired. Please view currently available ITIL Training Courses.


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Overview of the ISO20000 Service Management standard (6 topics)

  • Introduction and background
  • The certification scheme
  • Use and application of the standard (Part 1 and Part 2)
  • Assessments and audits
  • Role of toolsets
  • Eligibility and scoping

Coordination and Integration processes (3 topics)

  • Requirements for a Management System
  • Planning and Implementing Service Management
  • Planning and Implementing New and Changed Services

Service Delivery processes (6 topics)

  • Service Level Management
  • Service Reporting
  • Budgeting and Accounting for IT Services
  • Capacity Management
  • Service Continuity and Availability Management
  • Information Security Management

Resolution, Control and Release processes (5 topics)

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

Relationship processes (6 topics)

  • Business Relationship Management
  • Supplier Management
  • Candidate assessment
  • Assignments
  • Mock Exams
  • Certification Examination


Delegates must have at least 3 years general IT auditing experience and must be either: - A certified ISO9000, BS7799 or TickIT auditor - A certified internal auditor. Attendees with an ITIL Service

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