ISO/IEC 20000 Auditor


ISO/IEC 20000 Auditor


Learning Objectives

The candidate should understand the principles of SM and the requirements of the ISO/IEC 20000-1 standard, how it is used in a typical IT service provider organization and the main elements of the certification process.

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

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.

Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices.

Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1

Target Group

This qualification is aimed at two audiences:

Third-party auditors who work for Registered Certification Bodies 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.

Internal and external consultants/advisors who undertake internal audits, reviews and assessments are advised to take the Foundation / Practitioner certification.


The ISO/IEC2000 Auditor course provides the participants with an understanding of the specific requirements of auditing IT service management systems for conformity with the last version (2011) of the ISO/IEC 20000 standard.

The Purpose

To confirm that the candidate has sufficient understanding of SM generally and knowledge of the contents and requirements of the ISO/IEC 20000-1 standard to be able to perform audits against the standard.

Format of the Examination:

Type: 40 MCQ

Duration: 60 minutes

Supervised: Yes

Open Book: No

Pass Score: 26/40 %65 Delivery: Online

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