Published by the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC), ISO/IEC 20000:2005 is the first worldwide quality standard specifically aimed at IT support and maintenance organizations. It describes an integrated set of processes and management approach for the effective delivery of IT services to the internal or external customer. ISO/IEC20000 is basically a marriage between two best practises: ISO9000 and ITIL®. The main difference between ITIL and ISO/IEC20000 is the possibility of certification by an independent auditor.

 

Quint’s 2-day ISO/IEC20000 Lead Auditor Course provides an effective learning environment for anyone interested in learning how to conduct the ISO/IEC20000 process audit.
The course introduces both theoretical and practical knowledge to course participants. They will learn how to conduct ISO/IEC20000 process audits on their own IT organization as well as
provide knowledge support within their own IT organization.

Day 1

• Theory: What is ISO/IEC20000 and how it can help solve specific business challenges.
• Theory: Explain the individual part 1 processes in detail, its requirements and how certain requirements are met (part 1).

Day 2

• Theory: Explain the individual ISO/IEC20000 part 1 processes in detail, its requirements and how these requirements can be met and audited on (part 2).
• Theory: Auditing on ISO/IEC20000.
• Theory and practical: Guidelines on implementing ISO/IEC20000 and the added value of the auditor.
• Multiple choice exam.

Objectives

• Recognize and understand the key concepts of ISO/IEC20000.
• Ensure participants pass the itSMF exam and obtain itSMF ISO/IEC20000 Auditors Certification.
• Understand the working of the ISO/IEC20000 processes and the potential contributions i.e. increased managea-bility of an organization’s service and infrastructure through IT.
• Identify bottlenecks on process control and provide positive remedial action.

Duration

The course takes two days.

Target Audience

The ISO/IEC20000 Lead Auditor Course is developed for organizations with employees involved in IT auditing, quality assurance or quality management within IT organizations.

They are expected to have extensive experience in auditing as well as knowledgeable in both quality management methodologies (certified auditor) and ITIL (Foundation Certificate).

Prerequisites

Potential candidates:

• Are certified at ITIL Foundation level
• A certified ISO9000, BS7799 or Tickit auditor in case the student is employed by a RCB or a certified internal auditor if the student is employs by another organization
• An IT auditor with at least three years’ general IT auditing experience

Curriculum

• Key concepts of ISO/IEC20000:2005
• Practical implementation issues
• Auditing & improvement
• Case-study based exercises
• Exam preparation
• itSMF ISO/IEC20000 Auditors Certification.

For further information, please see detailed info on QuintGroup.com