ISO 20000-1:2011 Internal Auditor

Course Objectives

  • To refresh/review the structure & requirements of ISO 20000-1:2011
  • To enable delegates understand Key concepts in IT Service Management System (ITSMS) auditing
  • To impart/enhance auditing skills
  • To enable the delegates to plan, conduct & manage ISMS internal audits in accordance with the principles & guidance of ISO 19011

Course Feature

The course is highly interactive and include series of lectures with individual/syndicate exercises for better learning & experience sharing.

Who should attend ?
  • IT Service Managers/Team Leads/Team members
  • Personnel implementing ITSMS based on requirements of ISO 20000-1 in their organization
  • Management representatives and/or departmental/functional IT service coordinators
  • Consultants of IT Service Management System
  • Individuals willing attend higher level courses such as ISO 20000-1 Lead Auditor Course
Course Contents
  • Introduction to ISO 20000-1, History
  • Overview of ISO 20000-1:2011 requirements
  • ITSM Policy & its application
  • ITSM documentation structure
  • Incident management and problem management
  • Introduction to auditing : definition, types of audits
  • Internal audit planning & preparation
  • Conducting internal audit & reporting non-conformities
  • Corrective action & audit follow-up activities
  • Auditor attributes, competence & evaluation
  • Individual / Syndicate exercises
  • Course summary
  • Written examination

Certificate of successful completion shall be issued to all the delegates who attend entire duration of the course & pass the written examination.


2 Days