What is ISO 20000 Internal Auditor?

ISO 20000 is the international standard for IT service management (ITSM), focusing on delivering effective, high-quality IT services. This course offers a thorough introduction to ISO 20000, highlighting its importance in today’s technology-driven business landscape. Delegates will gain a comprehensive understanding of the requirements and processes involved in conducting internal audits in line with ISO 20000 standards.

Proficiency in ISO 20000 is vital for professionals aiming to ensure that their organisation’s IT services are of the highest quality, secure, and reliable. IT Managers, Quality Managers, Auditors, and IT professionals must be well-versed in this standard to effectively manage and audit IT service management systems. Mastering ISO 20000 helps organisations achieve customer satisfaction, continuous improvement, and alignment with global best practices in service delivery.

This 3-day training by Oakwood provides delegates with the necessary skills to conduct internal audits according to ISO 20000. Through practical exercises and expert-led discussions, delegates will learn how to identify non-conformities and recommend improvements, ensuring their organisation’s IT services remain robust, efficient, and in line with industry standards.
 

Course Objectives
 

  • To understand the principles and requirements of ISO 20000
  • To learn the processes involved in effective IT service management
  • To develop the skills needed to plan and conduct internal audits of IT services
  • To identify and evaluate non-conformities and recommend corrective actions
  • To understand the roles and responsibilities of an Internal Auditor in ISO 20000 compliance
  • To gain insights into how to effectively report audit findings and ensure follow-up
     

Upon completing the course, delegates will receive a certificate recognising their ability to conduct ISO 20000 internal audits. This certification demonstrates their capability to support continuous improvement and maintain high standards of IT service management within their organisation.

Course Outline

ISO 20000 Internal Auditor

Module 1: Information Technology Service Management (ITSM)

  • Business Case
  • Define the Scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS Policy
  • Documentation of Process and Procedures
  • Process Approach
  • Principles of Information Technology
  • Develop a Project Plan
  • Accounting the IT Services
  • Accounting and Budgeting
     

Module 2: Introduction and Background to ISO/IEC 20000

  • What is ISO/IEC 20000?
  • Benefits of ISO/IEC 20000
  • ISO/IEC 20000 – Parts
     

Module 3: Scope

  • General
  • Application
     

Module 4: Terms and Definitions

  • Introduction
  • Terms Specific to Management System Standards
  • Terms Specific to Service Management
     

Module 5: Context of the Organisation

  • Understanding the Organisation and its Context
  • Understanding the Needs and Expectations of Interested Parties
  • Determining the Scope of the Service Management System
  • Service Management System
     

Module 6: Introduction to Auditing

  • Define Auditing
  • Types of Audits
  • Audit Terminology
  • Benefits of Auditing
     

Module 7: Auditing Roles and Principles

  • Auditing Roles
  • Audit Team
  • Maintaining Confidentiality
  • Independence
  • Evidence-Based Approach
  • Integrity
  • Fair Presentation of Audit Reports
     

Module 8: Responsibilities of the Auditor

  • Management of Personnel
  • Preparing Checklist
  • Scope of Work
  • Managing an Audit Programme
  • Communication at All Levels of Organisation
     

Module 9: Skills and Competencies of an Internal Auditor

  • Personal Attributes
  • Skills
  • Knowledge
     

Module 10: Purpose of Internal Auditing

  • Detection
  • Sampling for Auditors
  • Nonconformities
  • Agreeing Nonconformities
  • Categorise Nonconformities
  • Protection and Prevention
  • Corrective Action
  • Checking Corrective Action
  • Listing of Corrective Actions Requests
     

Module 11: Leadership

  • Leadership and Commitment
  • Policy
  • Organisational Roles, Responsibilities, and Authorities
     

Module 12: Planning

  • Actions to Address Risks and Opportunities
  • Service Management Objectives and Planning to Achieve Them
  • Plan the Service Management System
     

Module 13: Support of the Service Management System

  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented Information
  • Knowledge

Included

Included

  • No course includes are available.

Offered In This Course:

  • vedio Video Content
  • elearning eLearning Materials
  • exam Study Resources
  • certificate Completion Certificate
  • study Tutor Support
  • workbook Interactive Quizzes
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Learning Options

Discover a range of flexible learning options designed to meet your needs. Select the format that best supports your personal growth and goals.

Online Instructor-Led Training

  • Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.

Online Self-Paced Training

  • Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.

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