Information Technology Service Management & Internal Auditing


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    Information Technology: ISO 20001-1:2018 Information Technology Service Management & Internal Auditing

    Certificate Approved by WWISE
    Course Duration
    3 Days
    12 months access

    Course Summary

    ISO 20000-1:2011 includes only the products and services required to cut out unnecessary costs. The standard allows IT service provider organisations to achieve conformance to a service management system. It aligns to the IT Infrastructure Library (ITIL) best practice framework. It helps external IT service providers to become a competitive differentiator for delivery of IT services.

    Who Should Attend?

    • The course is aimed at personnel at all levels within an organisation who need an understanding of ISO/IEC 20000:2005 Parts 1 & 2 and the certification process

    Course Objectives

    • Describe the key processes required for an IT Service Management System (SMS).
    • Communicate the benefits of an ISO 20000 IT SMS
    • Communicate that it is possible to integrate an ISO 20000 compliant SMS with other management systems in the service provider’s organisation.
    • Adopt an integrated process approach and the PDCA methodology, enabling the service provider to align or fully integrate multiple management system standards.
    • Know what to do next in their organisation
    • How to utilise the set of Generic ISO 20000-1:2011 Service Management Templates with instructions and examples

    Course Modules

    1. Explain service management system requirements
    2. Identify what should be in a service management policy
    3. Explain the relevant document management processes
    4. Maintain resource management processes
    5. Assess the Plan, Do, Check, Act
    6. Breakdown Information Security management, policy and controls
    7. Elaborate on Service Security management, policy, and controls
    8. Receive homework (If Applicable)
    9. Final Questions/Review
    10. Exam/Assessment


    • Improve your organisations services
    • Introduce you to simple ways of implementing an effective service management
    • Ability to emphasise reliable and high-quality service management
    • Measurable effectiveness and continual improvement in your organisation
    • The ability to demonstrate good practice to your organisation’s constituencies
    • Assist your organisation create a benchmark derivable services and performance


    • All delegates who successfully pass the assessment over 60% will be issued with a certificate of competence.
    • If you receive lower than 60% a certificate of attendance will be issued.


    • An Assessment at the end of the course will be required.
    • A minimum of 60% is to be achieved to attain a Competence Certificate.
    • If you achieve lower than 60% but get between 40 – 59% a second attempt will become available.
    • If you get lower than 40% and fail the second attempt, you will need to re-purchase the course.
    • An attendance certificate is awarded to you regardless of a pass or fail.

    Learning Outcomes

    • This course is designed to assist employees in an organisation to minimise the time in attending a course and structured in a way that is efficiently understood.