ISO 20000 Auditor APMG

ISO 20000 Auditor APMG

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1 666,75 €


    Behaviour Group

    66 Avenida Visconde de Valmor

    1050-242 Lisboa


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    Acquire understanding of ISO/IEC 20000 and be able to perform audits against the standard with ISO 20000 Auditor APMG training course.

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    Live Online Training


    This two-day, APMG ISO/IEC 20000 Auditor course, prepares the participants to achieve a sufficient understanding of Service Management in general and acquire knowledge of the contents and requirements of the ISO/IEC 20000-1 standard to be able to perform audits against the standard.


    This training is based on both theory and practice:

    Presentation of the subjects, content and group discussions;

    Mock/Simulation exam as preparation for the completion of the certification exam

    To benefit from the practical exercises, the number of training participants is limited


    This course is aimed at those who are:

    Working within a service provider organization that requires a basic understanding of the standard

    Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1;

    Internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard.


    Candidates attending the course are required to have:

    Minimum of three years IT audit experience

    Knowledge of auditing, auditing techniques and generic principles of management system auditing

    Knowledge of ISO/IEC17021 and ISO/IEC 19011

    Objectivos Gerais

    At the end of the course the participant should understand:

    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

    Service Management general principles

    The structure, processes, objectives and high level requirements of ISO/IEC 20000-1

    Understand, explain and advise on issues regarding applicability and scope definition

    The purpose of internal and external audits, their operation and the associated terminology

    The operation of the APMG Certification Scheme

    Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL®, and related standards, 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 ISO/IEC 20000 certification readiness assessments to evaluate an Service Management System (SMS) against the requirements of ISO/IEC 20000-1

    Audit organizations to identify conformity and improvements against ISO/IEC 20000-1


    Introduction and background to ISO/IEC 20000

    Principles of IT service management

    ISO/IEC 20000 contents of Part 1

    Applicability and definition of scope

    Types of audit and the certification scheme

    How tools support certification

    Mock exam and review

    Exam - APMG, ISO/IEC 20000 Auditor


    The ISO/IEC 20000 Auditor exam fulfills the requirements of the certification scheme of APMG, ISO/IEC 20000 Auditor, and the knowledge and skills necessary for the Auditor level are according to the following areas of ISO/IEC 20000 Auditor Syllabus:

    OV - Overview of ISO/IEC 20000 and related best practices, standards and schemes

    MS - Service management system general requirements

    DR - Service delivery and relationship processes

    CO - Design and transition of new or changed services, control and resolution processes

    AC - Achieving ISO/IEC 20000 certification

    The exam consists of 40 multiple-choice questions. Each question covers a different syllabus topic. Each of the 40 questions is worth 1 mark.

    Styles of question: selection of the correct answer from a choice of 4 options

    Exam duration: 1 hour

    Pass mark: 65% (26/40)

    Exam type: Closed Book


    After successfully completing the exam, participants will be granted the qualification of APMG, ISO/IEC 20000 Auditor

    A certificate will be issued to participants who successfully passed the exam


    Training in Portuguese or English language.

    Online training material in English, with online access.

    Behaviour® Participation Certificate with 35 CPD/CPE credits.

    An BEHAVIOUR®, accredited APMG ATO, official certificate will be issued to participants.

    APMG, ISO/IEC 20000 Foundation Certification exam

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    Contact us: +351212103732


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