IT SERVICE MANAGEMENT: ISO 20000 LEAD AUDITOR

Objectives/Benefits
The aim of this course is to provide delegates with the knowledge and skills required to perform first, second and third party audits of Information Technology Service Management processes against the requirements of ISO/IEC 20000-1 Part 1 Specification conducted in accordance with ISO 19011 Guidelines for Auditors.  

By the end of this course, delegates will be able to:

a)explain the purpose of an Information Technology Service management (ITSM) including policies, processed based framework with linked activities to enable the effective management and implementation of all information technology services;

b)explain the purpose, content and interrelationship of ISO/IEC  20000-1 Part 1 Specification and ISM/IEC 20000-2 Code of Practice and ISO/IEC 17799:2005 and ISO/IEC TR 18044:2004;

c)Explain the role of an auditor to plan, conduct report and follow up an ITSM audit in accordance with ISO 19011;

d)Interpret the requirements of ISO/IEC 20000-1 Part 1in the context of an ITSM audit;

e)Undertake the role of an auditor to plan, conduct, report and follow up an audit in accordance with ISO 19011.

Profile
It is not intended to be an implementer’s course, or one that will create an expert in IT service management, or one that will train to an acceptable level a delegate with no prior knowledge of the Standard or of the IT industry.

Therefore, SGS recommends that all delegates have a general background in Information Technology data processing and handling; an understanding of the processes supporting Information Technology Service Management Systems and have a basic knowledge of the requirements of ISO/IEC20000 Series of Standards.

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