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ISO/IEC 20000 For Auditors Training Course

Understand The Requirements Of The ISO/IEC 20000 Standard


Our 2-day ISO/IEC 20000 for Auditors training course is ideal for practising Auditors who need to understand the requirements of the ISO/IEC 20000 Standard in order to conduct compliance-related activities.

The objectives of this course are to:

- Provide adequate knowledge on the contents and requirements of ISO/IEC 20000 Parts 1-5 to enable auditors to conduct audits.

. Provide opportunity to practice the knowledge gained during the sessions.

At the end of this course you should be able to:

. Conduct audits for compliance against the requirements of ISO/IEC 20000.

Please note that the course is biased to the requirements of ISO/IEC 20000 and hence the finer details of audit techniques and the audit process are not covered.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
2 Days
£995Excl. VAT

Course Outline

What Will You Learn?

  • Introduction and background to ISO/IEC 20000
  • The ISO/IEC 20000 Certification Scheme
  • ISO/IEC 20000 Overview: Terminology, Process and Objectives
  • ISO/IEC 20000 Part I (The Standard)
  • ISO/IEC 20000 Part 2 (The Code of Practice)
  • ISO/IEC 20000 Part 3 (Eligibility and Scoping)
  • ISO/IEC 20000 Part 5 (Incremental Exemplar)
  • Examination Practice and Preparation


ISO/IEC 20000 is the international standard for IT Service Management (ITSM). The standard defines an integrated set of management processes required to develop an effective IT Service Management System (SMS) that meet wider business needs. Our tutors and materials are accredited with APMG.

Please Note: The examination can be only taken as part of an accredited training course.

About the Course

You will play a key role in the implementation and maintenance of an effective SMS.

Regular ISO/IEC 20000 audits help organisations to achieve compliance and a competitive edge by:

  • Promoting Continual Improvement in IT Service Management
  • Increasing confidence in IT services amongst internal and external customers
  • Ensuring an on-going focus on ITSM processes to ensure they meet changing business needs
  • Providing assessment of processes and activities against an international Standard
  • Identifying areas for improvement, based on Best Practice

Who Should Attend

Our ISO/IEC 20000 for Auditors training course is aimed at practising auditors with at least 3 years audit experience.

Materials Provided

  • Full Comprehensive Course Materials
  • Highly Skilled and Knowledgeable Tutors
  • ISO/IEC 20000 for Auditors Examination
  • Refreshments

Organisational Benefits

If you successfully achieve the ISO/IEC 20000 Standard, you will be able to:

  • Establish an on-going culture of continual improvement and learning within an organisation, providing a target to achieve and maintain. This leads to continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.
  • Ensure that organisations focus on the implementation of a set of integrated processes and solutions that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve.
  • Increase the rate of change and the productivity of staff and the use of their skills and expertise. This in turn leads to reduced long-term costs and a reduced risk of being unable to meet business objectives.
  • Enable organisations to adopt a structured approach to service management based on Best Practice guidance, allowing them to better understand their business and their needs, their roles and their processes. This leads to an improved reputation, relationships, inter-working and communication with their business and customer contacts.
  • Enable organisations to internally assess their processes and activities against international standards as a method of identifying and implementing improvements.
  • To be independently, externally audited for compliance using a scheme and standard that is internationally recognised and respected.

Individual Benefits

If you successfully achieve the ISO/IEC 20000 Standard, you will be able to:

  • Understand the relationship between ISO/IEC 20000 Standard and ITSM and use best practices in ITSM to apply appropriate methods within your organisation.
  • Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of Continual Improvement Processes.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
  • Recognise the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for Continual Service Improvement.


The course is aimed at practising auditors with at least 3 years audit experience. The training does not cover audit techniques or issues surrounding preparation of an organisation for audit. The course ensures students are fully aware of the detailed contents of the ISO/IEC 20000 standard for IT Service Management in order to be able to perform ISO 20000-related activities.

ITSM Foundation certification, whilst not a requirement, is advantageous. Potential students should familiarise themselves with the basic principles of ITIL before the course.


You will be sent pre-reading prior to the start of this course.

Exam Overview

ISO/IEC 20000 for Auditors Examination:

  • 40 multiple-choice questions
  • The examination duration is 1 hour
  • The pass mark is 26 marks out of 40 questions (65% pass mark)

The examination is taken on the final day of the training programme.

Exam Type

Classroom Exam

Professional Development Units - PDUs

There are no Professional Qualification Credits associated with this course.


APMG ISO/IEC 20000 Auditor Certificate

Next Steps

Our ISO/IEC 20000 Practitioner training course will prepares IT Practitioner's or Project manager to implement ISO/IEC 20000 in your organisation.


Congratulations! If you are successful in passing the examination, you will be awarded the APMG ISO/IEC 20000 Auditor Certificate. You will now be able to help your organisation achieve compliance and Best Practice with ISO/IEC 20000.

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