Internal Auditor Training Program on Information Technology Service Management System based on ISO/IEC 20000-1:2018

IT service management (ITSM) refers to the implementation and management of quality information technology services performed by IT service providers through people, processes and information technology. The most effective service providers consider the impact on the service management system (SMS) through all stages of the service lifecycle, from strategy through design, transition and operation, including continual improvement. This 2-days internal auditor training program will enhance your understanding about ITSMS and empower you to conduct internal audits within your organisation.

Topics to be covered in this course include:

• IT Service Management concepts.
• Benefits and history of Information Technology Service Management System (ITSMS).
• IT Service Management System requirements.
• Management process areas.
• Auditing terminologies.
• Principles of auditing.
• Audit planning.
• Conducting an internal audit.
• Audit findings & reporting.
• Preparation of non-conformance report.
• Do’s and Don’t’s of auditing.
• Classroom exercises and case studies.

• IT service managers
• Information Security Practitioners or Managers
• Professionals responsible for Information Security practices
• Management Representatives
• ISO 20000-1 Implementation teams
• Any personnel who wish to pursue a career in the field of IT services
• Any personnel who has a role to play in the implementation of Information Security Management System

Prior Knowledge about ISO 20000-1 standard/ ITIL framework is desirable

• Understand the purpose of an Information Technology Service Management System and the requirements in accordance to ISO/IEC 20000-1:2018.
• Understand the process of establishing, implementing, operating, monitoring, reviewing, maintaining and improving a Service Management System (SMS).
• Understand the importance of the service management system process areas and their interrelationships.
• Understand the role of internal auditor and how to plan, conduct and report an internal ITSMS audit in accordance with ISO 19011:2018.

Candidates will be assessed through an objective based online examination at the end of the course. Exam duration is for 90 minutes. Minimum passing criteria is 60%. Use of ISO 20000-1 standard is only permissible. Candidates who score 60% in the online examination will be issued TÜV SÜD certificate. Unsuccessful candidates will be issued a certificate of attendance.

1. When can I get the certificate?
ITSM Internal Auditor certification will be issued within 21 working days from the examination date.

2. When can I get the training material and invite?
One day before the commencement of the training program.

3. How do I pay the fees for training and examination?
Online mode

4. What are the benefits of the ITSM Internal Auditor Program?

• Understand the process of establishing, implementing, operating, monitoring, reviewing, maintaining and improving a Service Management System (SMS).
• Understand the importance of the service management system process areas and their interrelationships.
• Understand the role of internal auditor and how to plan, conduct and report an internal ITSMS audit in accordance with ISO 19011:2018.

5. Is there any refund policy for the paid fees?
Please refer to Cancellation and Refund policy page.