ISO/IEC 20000 Auditor

Learn the principles of IT Service Management & the requirements of ISO/IEC 20000-1:2011 (Part 1). This 2-day course (each day consists of 7 hours of training, with a one-hour break for lunch not included in the course price) will enable you to understand the main processes based on International Standard and sufficient preparation for the achievement of the related certification "ISO/IEC 20000 Auditor".

  • Delivery: Virtual, In-house, Blended
  • Duration: 16 h (2 days)
  • Exam: Paper, Online Proctored

Course Description


All our courses have a strong practical component. The theoretical part is constantly complemented by simulations on real IT problems.

At the end of each section of the course, there will be a hands-on exercise to fix the concepts just explained and become familiar with the exam questions.

This course leads to the ISO/IEC 20000 Auditor certification exam session, the passing of which provides a advanced-level professional qualification in Service Management.

Who it is addressed to

  • Third-party auditors who work for RCBs 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 auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.

Contents of the ISO 20000 Auditor course

  • 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.
  • SM general principles.
  • 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, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000-1.
  • Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1.
  • Audit organizations to identify conformity and improvements against ISO/IEC 20000-1.


BITIL.COM lecturers are accredited (Accredited Trainer) by the international training body to teach and supervise exams; specialists in Service Management, they are professionals with many years of experience in best practice adoption projects in medium and large Organization, able to transfer a software vendor-independent and totally business-oriented implementation approach.

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