• Understand the scope and purpose of ISO/IEC 20000 and how the various parts of it can be used during auditing and certification
• Know key terms and definitions
• Understand Service Management general principles
• Define the structure, processes, objectives and high-level requirements of ISO/IEC 20000-1
• Understand the issues regarding applicability and scope definition
• Differentiate the purposes of internal and external audits, their operation and the associated terminology.
• Comprehend the operation of the APMG Certification Scheme
• Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITILÅ, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000-1
• Advise and assist in certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
• Audit organizations to identify conformity and improvements against ISO/IEC 20000-1

By attending this training course, the student will:

• Understand ISO/IEC 20000’s history, purpose and structure, what it is and why we need it
• Be able to correlate between ISO/IEC 20000 key parts and other standards and regulatory frameworks
• Understand the certification scheme and process and the benefit of integrating multiple management systems
• Obtain a general understanding of Service Management best practice, it’s benefits and its relationship to ISO/IEC 20000
• Gain knowledge of ISO/IEC 20000-1 key concepts and requirements
• Differentiate the types of audits and audit outcomes
• Learn how to conduct an audit on the ISO/IEC 20000-1 standard as an auditor for a RCB or as an internal auditor for their own organization
• Understand how tools support certification

Our high impact accelerated learning approach increases learning by improving knowledge retention and skill application. This course is activity- based, resulting in a deeper understanding of the material and a greater impact on job performance.