Introdução

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.

Metodologia

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

Destinatários

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.

Pré-Requisitos

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

Programa

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

Perguntas Frequentes

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More informations about program, dates and prices: https://www.behaviour-group.com/PT/apmg/curso-iso-20000-auditor/

Contact us: +351212103732 training@behaviour-group.com www.behaviour-group.com