Course Outline

• Fundamental principles and concepts of Information Technology Service
• Information Technology Service Management System (ITSMS)
• Fundamental Audit Concepts and Principles
• Preparation of an ISO 20000-1 audit
• Conducting of an ISO 20000-1 audit
• Closing an ISO 20000-1 audit
• Managing an ISO 20000-1 audit program

Learning Objective

• Improving corporate image and credibility
• Adoption of an integrated process to the delivery of IT services
• Reduction in response times and interruptions to IT service
• Improved management of costs, leading to financial savings
• Ensuring legislative awareness and compliance
• Protecting the company, assets, shareholders and directors
• Increased customer satisfaction from internal and/or external customers
• Enhanced customer satisfaction that improves client retention
• Consistency in the delivery of your service or product

Target Group

• Managing an ISO 20000-1 audit program
• Internal auditors
• Auditors wanting to perform and lead Information Technology Service Management System (ITSMS) certification audits
• Persons responsible for the Information Technology Service conformity in an organization
• Members of an Information Technology Service team
• Expert advisors in information technology
• Technical experts wanting to prepare for an Information Technology Service audit function.

Exam Details

• Type: Paper Based Exam with descriptive and multiple-choice questions
• Duration: 180 minutes. Candidates taking the examination in a language other than their native language have 25% extra time
• Pass Score:70% and above