I20-502: ISO/IEC 20000 for Auditors
The purpose of the ISO/IEC 20000 Auditor course is to provide enough 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.
This course is aimed at existing third-party or internal auditors who wish to understand the specific requirements of auditing IT Service Management Systems for conformance with the ISO/IEC 20000 standard.
Candidates are required to have a minimum of three years’ experience of auditing in an IT environment since the course does not cover generic principles of Management System auditing
Quint’s 2-day ISO/IEC20000 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.
At the end of this course the student will be able to understand the principles of ITSM and the requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification Scheme
Specifically, the student will understand:
• The background to ISO/IEC 20000
• The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used during auditing and certification
• The key terms and definitions used
• ITSM general principles
• The structure and application of ISO/IEC 20000-1
• The requirements of ISO/IEC 20000-1
• Applicability and scope definition requirements
• The purpose of internal and external audits, their operation and the associated terminology.
• The operation of the APMG Certification Scheme
• The relationship with best practices and related standards – specifically ITIL, ISO 9001 and ISO/IEC 27001
Kaustuv DeKaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
Raja Segaran AL AmasiRaja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC.
Michiel Roelof De BoerMichiel holds the highest ITIL credential – the ITIL Service Manager (Masters) certification. He is also a certified ITIL Service Manager who teaches Foundation, Practitioners and Service Management. He gained his experience in various local and international companies worldwide where he had executed roles as Manager, Consultant, Project Manager and Instructor as well as having experience in the finance, automation, industry, airlines, logistics, medical and telecommunication sectors. He is experienced in translating business objectives into manageable deliverables, initiating quick wins and creates an environment for continuous improvement. With a management style which is based on coaching and team play, he can effectively communicate with the members of the board as well as employees at various levels of an operation and in many different cultures.