ISO/IEC 20000 Training Programs
Welcome to Quality Academy’s ISO/IEC 20000 training programs. ISO/IEC 20000 is the international standard for IT service management (ITSM), providing a framework for organizations to establish, implement, maintain, and continually improve an IT service management system. Whether you’re new to IT service management or looking to lead audits within your organization, our comprehensive training programs are designed to equip you with the skills and knowledge needed to ensure your IT services meet the highest standards of quality and effectiveness.
Foundation Course
Target Audience Beginners new to ISO/IEC 20000- IT professionals needing basic understanding- Professionals exploring IT service management
Prerequisite None
Course Objective Grasp the fundamentals of ISO/IEC 20000- Understand the structure of IT service management systems- Learn the benefits of ISO/IEC 20000 certification
Duration 8 hours
Course Content Overview of ISO/IEC 20000:2018- Key concepts of IT service management- Introduction to risk-based thinking- Leadership and continual improvement
Assessment None
Certification Certification of Completion
Ideal For Entry-level IT professionals- Support staff- Employees needing basic IT service management knowledge
Next Steps Progress to Internal Auditor Course
Internal Auditor Course
Target Audience IT managers and professionals responsible for internal audits- Managers seeking to assess ITSM compliance- Team members tasked with maintaining IT service quality
Prerequisite Basic understanding of ISO/IEC 20000- Completion of Foundation course recommended
Course Objective Learn to plan and conduct internal audits- Understand the auditor’s role in maintaining ITSM effectiveness- Develop skills for reporting and corrective actions
Duration 16 hours
Course Content Audit planning and preparation- Conducting audits and gathering evidence- Reporting non-conformities- Follow-up and corrective actions
Assessment Practical exercises and assessments- In-course assessment of audit skills
Certification Certification of Achievement (CQI and IRCA)
Ideal For IT managers- Internal auditors- Team members involved in ITSM maintenance
Next Steps Progress to Lead Auditor Course
Lead Auditor Course
Target Audience Experienced auditors aiming to lead IT service management audits- ITSM managers responsible for audit processes- Consultants involved in ISO/IEC 20000 certification
Prerequisite Basic understanding of ISO/IEC 20000- Completion of Foundation course recommended
Course Objective Master the audit process from planning to reporting- Lead audit teams in compliance with ISO 19011 and ISO/IEC 20000- Manage audit findings and ensure ITSM improvement
Duration 40 hours
Course Content Detailed ISO/IEC 20000:2018 requirements- Managing an audit team- Advanced interviewing techniques- Preparing for certification audits
Assessment Final exam (CQI and IRCA certified)- Practical audit assessment- Continuous evaluation throughout the course
Certification Certification of Achievement (CQI and IRCA)
Ideal For Senior auditors- IT leaders- Consultants and professionals aiming to lead audits in IT service management
Next Steps Advanced auditing roles- Consultancy and leadership in IT service management
By choosing Quality Academy’s ISO/IEC 20000 training programs, you’re taking a crucial step towards improving your organization’s IT service management and ensuring compliance with international standards. Whether you’re gaining foundational knowledge, conducting internal audits, or leading audit teams, our expert-led courses will provide you with the essential skills and knowledge to achieve and maintain ISO/IEC 20000 certification.
Need help choosing the right course? Contact our team for more information and personalized advice.
