Achieving ISO/IEC 20000 Auditor Certification

Overview of ISO/IEC 20000 Standard and Certification Scheme

• The development of the standard and the APMG ISO/IEC 20000 Certification Scheme
• The application and use of the ISO/IEC 20000 standard
• The relationship between ITSM best practices and ISO/IEC 20000
• Defining SMS and its component parts
• Reviewing the Certification Scheme, the organisations involved and their roles

Principles of IT Service Management (ITSM)

Defining the terminology of ITSM

• Demonstrating knowledge of ITSM as applied to ISO/IEC 20000
• Relationships and interfaces

Explaining the purpose, objectives and activities of key areas

• The relevance and importance of ITSM toolsets in achieving certification
• The possible benefits and deficiencies in tools and their implementation

Identifying Key Processes within ISO/IEC 20000

Coordination and integration processes

• Requirements for a management system
• Planning for service management
• Implementing new and changed services

Service delivery processes

• Service level management
• Service reporting
• Budgeting and accounting for IT services
• Capacity management
• Service continuity and availability management
• Information security management

Resolution, control and release processes

• Incident management
• Problem management
• Configuration management
• Change management
• Release management

Relationship processes

• Business relationship management
• Supplier management

Applicability, Eligibility and Scoping

Assessing the issues for organisations seeking certification

• Analysing and assessing the applicability of the standard to an organisation
• Governance of processes operated by other parties and its impact on the certification of organisations
• Explaining recommendations

Scoping

• Determining and defining the scope of the certification for an eligible organisation
• Producing appropriate scope statements for eligible organisations