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ISO/IEC 20000 Lead Auditor


This course is aimed at practicing third-party or internal auditors who wish to understand the specific requirements for auditing IT Service Management systems in compliance with the ISO/IEC 20000 standard.
This training provides delegates with an understanding of ISO/IEC 20000, the International Standard for IT Service Management and the associated APMG-International Certification process.
This Accredited course also prepares delegates for the industry recognised APMG-International ISO/IEC 20000 Auditor Certificate.
The private course can be tailored without the examination to also cover Quality management and Auditing practices for staff who are not experienced auditors.


  • To prepare practicing third-party or internal auditors who wish to understand the specific requirements for auditing IT Service Management systems in compliance with the ISO/IEC 20000 standard
  • To provide an understanding of the ISO/IEC 20000 Standard and associated APMG-International Certification process
  • To prepare delegates for the APMG-International ISO/IEC 20000 Auditor Certificate.

  • Who Should Attend ?

    Those wishing to understand:

  • The contents, requirements, objectives and application of ISO/IEC 20000-1:2005 (Specification)
  • IT Service Management Principles
  • How to resolve ITSM Service Provider's eligibility and scoping issues
  • Application and relevance of ISO/IEC 20000-2:2005 (Code of Practice) to audits
  • What is required in pre-audits and formal certification and surveillance audits
  • All Auditors who wish to become RCBs under the APMG scheme

  • Pre-Pequisites

    Delegates should have as a pre-requisite at least 3 years general IT auditing experience. Attendees with an ITIL® Service Management qualification will be at an advantage although this is not a pre-requisite.

    Professional Qualification

    The qualification is based on a closed book 1-hour multiple-choice examination. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the APMG-International ISO/IEC 20000 Auditor Certificate.


    The course is based on the ISO/IEC 20000 specification and delivered in accordance with the APMG-International accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the Trainers' proven implementation track record.


    The course will include:
    Overview of the ISO/IEC 20000 Service Management standard

  • Introduction and background
  • The certification scheme
  • The relationship with ITIL
  • Principles of IT Service Management
  • ISO/IEC 20000 Contents
  • Eligibility and scoping
  • Tools for ISO/IEC 20000
  • Other standards and frameworks

  • The standard is studied for Part 1 in detail and Part 2 in overview covering all sections as listed below. Coordination and Integration processes

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

  • Service Delivery processes

  • 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

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

  • Relationship processes

  • Business Relationship Management
  • Supplier Management

  • Candidate assessment

  • Assignments
  • Mock Exams
  • Certification Examination

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    Baner, Pune,Maharastra - 411045 India
    Toll Free Number : 1800 121 5677
    +91 9158983527,+91 9158983547,
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