Program Objective
- To develop and inform participants' audit skills by providing necessary knowledge and methods for auditing compliance with the ISO 20000 standard.
- To assess participants' internal auditor competency through an exam at the end of the ISO 20000 Internal Auditor Training.
Training Content
- Basic Definitions and Concepts of IT Service Management
- Service Desk Process
- Incident and Request Management Process
- Problem Management Process
- Configuration Management Process
- Change Management Process
- Release and Deployment Management Process
- Capacity Management Process
- Financial Management for IT Services Process
- Availability Management Process
- Service Level Management Process
- IT Service Continuity Management Process
- Information Security Management Process
- Business and Supplier Relationship Management Process
- Internal Audit Application
- Planning
- Questionnaire Preparation
- Implementation Principles
- Reporting and Follow-up
- Internal Auditor Competency Exam
Who Should Attend
All managers and relevant personnel involved in ITIL and ISO 20000 internal audits.
Duration
2 Full Days