Course Description:
The ISO/IEC 20000 Auditors course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation into ITSM in general and ISO/IEC 20000 in particular. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization. 
At the end of the 2-day classroom training, the APMG certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit. 
The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard. The exam is a one-hour closed-book, 40-question, multiple-choice test, which is paper based or provided as an online exam. To pass, candidates must answer 26 or more questions correctly. 
Course Topics:
●      Introduction
●      Overview of ISO/IEC 20000
●      Overall Management Requirements
●      Service Delivery Processes
●      Relationship Processes
●      Multiple-Choice Sample Paper 1
●      Review Paper 1
●      Close
●      Review of Homework
●      Resolution Processes
●      Control Processes
●      Release Processes
●      Automation and Tools
●      Scoping, Eligibility, and Audit Preparation
●      Group Assignment 3
●      Exam Preparation
●      Course Summary and Evaluation
●      Examination
 Learning Goals:
Integration Specialists
Course Agenda
Day 1
●      Registration
●      Introduction
●      Overview of ISO/IEC 20000
●      Break
●      Overall Management Requirements
●      Lunch
●      Service Delivery Processes
●      Break
●      Relationship Processes
●      Multiple-Choice Sample Paper 1
●      Review Paper 1
●      Close
Day 2
●      Review of Homework
●      Resolution Processes
●      Control Processes
●      Break
●      Release Processes
●      Automation and Tools
●      Scoping, Eligibility, and Audit Preparation
●      Lunch
●      Group Assignment 3
●      Exam Preparation
●      Course Summary and Evaluation
●      Break
●      Examination
●      Close

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