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.


Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third-party auditor or as an internal auditor for an organization. This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.

Learning Objectives:

The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand:

  • The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements).
  • ITSM principles.
  • Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider.
  • Application and relevance of Parts 2 and 3 of the standard.
  • What is required in pre-audits, formal certification and surveillance audits using the regulations of the APMG certification scheme.


This qualification is aimed at existing third-party or internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000 standard.

Course Agenda:

Day 1
09:00 Registration
09:30 Introduction
10:00 Overview of ISO/IEC 20000
11:00 Break
11:15 Overall Management Requirements Group Assignment 1
12:30 Lunch
13:30 Service Delivery Processes
15:00 Break
15:15 Relationship Processes
16:30 Multiple-Choice Sample Paper 1
17:00 Review Paper 1
17:30 Close Homework – Multiple-Choice Sample Paper 2
Day 2
09:00 Review of Homework
09:30 Resolution Processes
10:15 Control Processes Group Assignment 2
11:00 Break
11:15 Release Processes
11:45 Automation and Tools
12:00 Scoping, Eligibility, and Audit Preparation
12:30 Lunch
13:15 Group Assignment 3
14:00 Exam Preparation
14:30 Course Summary and Evaluation
14:45 Break
15:30 Examination
16:30 Close



Medellín – Colombia

Infórmate con Nosotros! 

Karen Pacheco Valderrama

Celular: 3113644660 Email: