Learn the principles of IT Service Management

Demonstrate your ongoing commitment to exceptional IT Service Management. ISO/IEC 20000 is the international standard for IT Service Management. It provides a comprehensive framework for delivering effective IT services to businesses and their customers.

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"The ISO/IEC 20000 course at Sapience Consulting was great! I learned a lot about the standard in a clear and interesting way. The instructor's real-life examples were very helpful, and the course made me understand how to use these service management practices in the real world."

Introduction

Course duration: 2 days, 9am – 5pm

Understand the requirements of the ISO20000-1:2018 standard and learn how to conduct a comprehensive audit of the IT Service Management System (ITSMS) based on the requriements of the standard.

Synopsis

ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard. This 2 day course is primarily aimed at practising IT third-party auditors of any level who require an orientation in ITSM in general and in ISO/IEC 20000 SMS in particular Internal auditors working in an organisation which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organisation. The training is delivered in a way that includes sufficient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in atypical IT service provider organisation.

Outlines

The structure, requirements, objectives and application of ISO/IEC 20000-1:2018 (service management system requirements).
ITSM principles.
Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider..
Application and relevance of Parts 2 and 3 of the standard
What is required in pre-audits, formal certification and surveillance audits using the regulations of the APMG certification scheme.

Objectives

Candidates who pass the Auditor examination will have shown that they understand the principles of IT Service Management and the requirements of ISO/IEC 20000-1:2018 (Part 1). Delegates attending the course are required to nave a minimum of three years’ experience conducting audits in an IT environment. This may be as a third party auditor or as an internal auditor for an organisation.

Audiences

This qualification is aimed at existing third-party or internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000 standard. It is equally relevant for those working within service providers which are already certified to ISO/IEC 20000, involved in the auditing of the organisation for ISO/IEC20000 processes or for those considering its implementation.

Certification & Exam Info

Delegates who successfully complete the course and pass the exam will be recognized as Certified ISO/IEC 20000 Auditor under the APMG certification scheme. The format of the examination is:

Multiple choice format
60 minutes duration
40 questions per paper
26 marks required (out of 40 available) to pass
Closed Book.

Pre-requisites

There are no training prerequisites for Candidates to attend this course

Physical and Virtual Sessions Are Available. See our complete SCHEDULE

10 Apr Thu

APMG ISO/IEC20000 Auditor

April 10 - April 11

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10 Jun Tue

APMG ISO/IEC20000 Auditor

June 10 - June 11

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21 Aug Thu

APMG ISO/IEC20000 Auditor

August 21 - August 22

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Why Us?

Complimentary refresher

Participants can attend a complimentary refresher if they wish(1-year validity and subject to approval)

Post-training support

Should you have questions after the course, you may contact the trainer for assistance regarding course material

E-learning Portal Access

1 year access to our E-learning portal. Including: - E-books available for download - Official sample exam - Randomised quiz formulated by Sapience Trainers based on past examinations