Course information

ISO 20000 Internal Auditor Outline

Module 1: Information Technology Service Management (ITSM)

  • Business Case
  • Define the Scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS Policy
  • Documentation of Process and Procedures
  • Process Approach
  • Principles of Information Technology
  • Develop a Project Plan
  • Accounting the IT Services
  • Accounting and Budgeting

Module 2: Introduction and Background to ISO/IEC 20000

  • What is ISO/IEC 20000?
  • Benefits of ISO/IEC 20000
  • ISO/IEC 20000 – Parts

Module 3: Scope

  • General
  • Application

Module 4: Terms and Definitions

  • Introduction
  • Terms Specific to Management System Standards
  • Terms Specific to Service Management

Module 5: Context of the Organisation

  • Understanding the Organisation and its Context
  • Understanding the Needs and Expectations of Interested Parties
  • Determining the Scope of the Service Management System
  • Service Management System

Module 6: Introduction to Auditing

  • Define Auditing
  • Types of Audits
  • Audit Terminology
  • Benefits of Auditing

Module 7: Auditing Roles and Principles

  • Auditing Roles
  • Audit Team
  • Maintaining Confidentiality
  • Independence
  • Evidence-Based Approach
  • Integrity
  • Fair Presentation of Audit Reports

Module 8: Responsibilities of the Auditor

  • Management of Personnel
  • Preparing Checklist
  • Scope of Work
  • Managing an Audit Programme
  • Communication at All Levels of Organisation

Module 9: Skills and Competencies of an Internal Auditor

  • Personal Attributes
  • Skills
  • Knowledge

Module 10: Purpose of Internal Auditing

  • Detection
    • Sampling for Auditors
    • Nonconformities
    • Agreeing Nonconformities
    • Categorise Nonconformities
  • Protection and Prevention
    • Corrective Action
    • Checking Corrective Action
    • Listing of Corrective Actions Requests

Module 11: Leadership

  • Leadership and Commitment
  • Policy
  • Organisational Roles, Responsibilities, and Authorities

Module 12: Planning

  • Actions to Address Risks and Opportunities
  • Service Management Objectives and Planning to Achieve Them
  • Plan the Service Management System

Module 13: Support of the Service Management System

  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented Information
  • Knowledge

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Who should attend this ISO 20000 Internal Auditor Training Course?

The ISO 20000 Internal Auditor Course is designed for professionals seeking to specialise in evaluating and enhancing the effectiveness of IT Service Management Systems according to the ISO 20000 standard. Here are the professionals who will benefit from attending this course:

  • Audit Managers
  • IT Service Managers
  • Service Delivery Managers
  • IT Consultants
  • Risk Managers
  • IT Auditors
  • Quality Assurance Professionals

Prerequisites of the ISO 20000 Internal Auditor Training Course

There are no formal prerequisites for this ISO 20000 Internal Auditor Course. However, a strong understanding of the ISO 20000 standard IT Service Management (ITSM) principles could be beneficial for the delegates.

ISO 20000 Internal Auditor Training Course Overview

ISO 20000 is the international standard for IT service management, designed to help organisations deliver effective managed services. This course provides a comprehensive introduction to ISO 20000, focusing on its relevance in today’s IT-dependent business environment. Delegates will gain insights into the requirements and processes needed to perform internal audits in accordance with ISO 20000 standards.

Proficiency in ISO 20000 is crucial for professionals aiming to ensure their organisation's IT services meet global standards. IT Managers, Quality Managers, Auditors, and IT Professionals should master this subject to enhance their capability in managing and auditing IT service management systems effectively. Mastery of ISO 20000 ensures high-quality service delivery, customer satisfaction, and continual improvement.

This 2-day training by The Knowledge Academy will equip delegates with the necessary skills to conduct successful internal audits against ISO 20000 requirements. It covers the audit lifecycle, from planning and conducting audits to reporting and follow-up. Through practical exercises and expert guidance, participants will learn how to identify non-conformities and opportunities for improvement, ensuring their organisation's IT services are robust and reliable.

Course Objectives

  • To understand the principles and requirements of ISO 20000
  • To learn the processes involved in IT service management
  • To develop the skills to plan and conduct internal audits
  • To identify and evaluate non-conformities
  • To understand the roles and responsibilities of an Internal Auditor
  • To gain insights into effective audit reporting

After completing the course, delegates will receive a certificate recognising their ability to perform ISO 20000 internal audits effectively. This certification demonstrates their expertise in maintaining high standards of IT service management within their organisation.

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What’s included in this ISO 20000 Internal Auditor Training Course?

  • ISO 20000 Internal Auditor Examination
  • World-Class Training Sessions from Experienced Instructors
  • ISO 20000 Internal Auditor Certificate
  • Digital Delegate Pack

ISO 20000 Internal Auditor Exam Information

To achieve the ISO 20000 Internal Auditor, candidates will need to sit for an examination. The exam format is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 30 
  • Total Marks: 30 Marks 
  • Pass Mark: 50%, or 15/30 Marks 
  • Duration: 40 Minutes  
  • Open Book/ Closed Book: Closed Book

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To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Ottawa is the capital city of Canada. It is located on the bank of the Ottawa River in the east of Southern Ontario province. It has an estimated population of 885,000 people. Ottawa is the fourth largest city in the world. The name of this city comes from the Algonquin word Odawa which means “to trade”. Education in Canada is mostly free and publicly funded. It is overseen by the federal, provincial and local governments, with the education within provincial jurisdiction and the curriculum overseen by the province. Education is compulsory in most provinces up to the age of 16. Parents can choose between sending their children to one of the public schools or they can sent them to a fee paying private school. Those who live in Ottawa and find that picking a secondary school is a fraught decision involving school zones and ratings. There are four main public school boards in Ottawa. One is English, one is English-Catholic, and one is French and another is French-Catholic. The Ottawa-Carleton District School Board which is the largest with 147 schools to oversee. The catholic school board has 85 schools, the Conseil des écoles catholiques du Centre-Est has 49 schools and the Conseil des écoles publiques de l'Est de l'Ontario has 37 schools. Canada’s higher has a very good reputation. However there is no formal ranking system and students will often choose colleges and universities bases on geographic convenience and the reputation of a particular course. Ottawa is one of the best educates cities in Canada as it is believed that over half of the population have graduated from college or university. Ottawa has the highest per capita concentration of engineers, scientists, and residents with PhDs in Canada. The University of Ottawa was founded in 1848 and was the first higher education institute to be established in the city.  The university is a bilingual public university. The University of Ottawa is ranked in the top 300 universities in the world, coming in at number 284 and is a top 15 university in Canada.  The university has faculties in the following areas: arts, civil law, common law, education, engineering, post graduate studies, health sciences, medicine, science, social sciences and the school of management. Ottawa also has two main public colleges Algonquin College and La Cité collégiale. There are also 2 catholic universities in the city; Dominican University College and Saint Paul University.

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Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 20000 Training | ISO 20000 Internal Auditor Training in Ottawa. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ISO 20000 Training | ISO 20000 Internal Auditor Training in Ottawa, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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What our customers are saying

ISO 20000 Training | ISO 20000 Internal Auditor Training in Ottawa FAQs

ISO 20000 is a globally recognised standard that specifies best practices for IT Service Management (ITSM), focusing on aligning IT services with the needs of businesses and ensuring their efficient delivery.
Yes, ISO 20000 Internal Auditor Training Courses conclude with an examination, which assesses the delegate’s understanding of the course material and their ability to apply it in real-world scenarios.
There are no formal prerequisites for this ISO 20000 Internal Auditor Course.
The ISO 20000 Internal Auditor Course covers the principles and practices of conducting and leading internal audits, focusing on the evaluation of ITSM processes in line with ISO 20000 standards.
This course is most ideal for IT professionals, quality assurance managers, and auditors who aim to specialise in internal auditing of IT Service Management Systems as per ISO 20000 standards.
Our Internal Auditor Course includes a digital delegate pack, training sessions under experienced trainers, and a certificate upon completion of the course.
The duration of this Internal Audit Training spans across 3 days.
The Knowledge Academy offers a wide range of ISO certification courses, including ISO 9001 (Quality Management), ISO 27001 (Information Security Management), ISO 14001 (Environmental Management), and others, catering to various aspects of business management and compliance.
The training fees for ISO 20000 Internal Auditorin Ottawa starts from CAD3095
The Knowledge Academy is the Leading global training provider for ISO 20000 Internal Auditor.
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Flexible delivery methods are available depending on your learning style.

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Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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