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ISOAD: ISO/IEC 20000 Auditor

ISOAD: ISO/IEC 20000 Auditor


Clients expect their IT Service Providers (internal or external) to demonstrate that they are capable of providing the needed service quality and that they have adequate service management systems in place. ISO IEC 20000 is an internationally recognised standard for IT Service Management that defines the requirements for a service provider to plan, establish, implement, run, monitor, review, maintain, and enhance an SMS based on processes. Design, transition, delivery, and improvement of services to meet agreed-upon service objectives are among the requirements. ISO IEC 20000 certification is granted after Registered Certification Bodies undertake audits to confirm that a service provider plans, instals, and operates an IT Service Management system in accordance with the standard's requirements.


Training Duration: 2 Days

  • Certificate Of Completion Available
  • Group Private Class
  • VILT Class Available
  • SBL-Khas Claimable


Download Course Outline

  • The purpose of the ISO/IEC 20000 Auditor course is to provide sufficient understanding of ITSM generally and knowledge of the contents and requirements of the ISO/IEC 20000 standard to be able to perform audits against the standard

    The course covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005)

    Some of the main differences are as follows:

    • Closer alignment to ISO 9001
    • Closer alignment to ISO/IEC 27001
    • Change of terminology to reflect international usage
    • Clarification of the requirements for the Governance of processes operated by other parties
    • Clarification of the requirements for defining the scope of the SMS
    • Clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services
    • Introduction of new requirements for the design and transition of new or changed services

For a private in-house, please ask us for a quotation.


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