Glenfis Trainings on

ISO/IEC 20000 Auditor  [P-I20A2]


Course topic

ISO/IEC 20000 is an international standard for IT service management and lays out an integrated set of management processes that are important for businesses and their customers for effective delivery.

ISO/IEC 20000, which is aligned with and complements the process approach defined in ITIL®, comprises a range of components:

  • ISO/IEC 20000-1:2018 part 1) contains the formal specification of the standard and lays out the requirements for a service management system.
  • ISO/IEC 20000-2:2019 (part 2) provides guidelines for the implementation of service management systems and includes best practices for service management processes within ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (part 3) contains guidelines on the definition of scope and the applicability of part. 1

As an auditor, this course prepares you for the implementation of ISO/IEC 20000 certifications. As a candidate, you must demonstrate an understanding of the principles of IT service management as well as the contents of the standards ISO/IEC 20000-1: 2011 (part 1).

Training Objectives

  • The operation of the APMG International (APMG) certification scheme
  • How to prepare for organizational readiness assessments
  • Contents of ISO/IEC 20000-1
  • General principles of IT service management
  • Key terms and definitions of the standard
  • Its relationship with IT service management best practice and other standards
  • Scope and purpose of ISO/IEC 20000 series
  • Leadership and Engagement
  • Policy
  • Management Review
  • Overview of the certification process
  • Conducting internal and external audits
  • Incl. Practical exercises to conduct Audits
  • Incl. Sample exam

Training Preconditions

The course is aimed at experienced internal or external auditors (working for a RCB). This training does not cover audit techniques or issues surrounding preparaing an organization for an audit. Internal auditors involved in such preparation may find the 3-day ISO/IEC20000 Practitioners course more appropriate (although that has other pre-requisites)

The pre-requisites for this course are at least 3 years’ general auditing experience and must also be either:

– certified ISO9000, ISO27001 or TickIT auditor, or
– certified internal auditor

Attendees with an ITIL service management qualification will be at an advantage although this is not a pre-requisite.

Target group

  • External auditors working for certification authorities.
  • Internal auditors who want to internally review the compliance of ISO/IEC 20000 requirements.


ISO/IEC 20000 Auditor Zertifikat, awarded by APMG


ISO/IEC 20000 Auditor folder including:

  • Student Workbook
  • Sample exams
  • ITSM & CMDB overview poster

Please note:

The official ISO standards

“ISO/IEC 20000-1:2018 IT Service Management - Part 1: Specification" and

“ISO/IEC 20000-2:2019 IT Service Management - Part 2: Code of practice"

cannot be handed out due to copyright reasons. The documents will be made available during the course. Nevertheless we recommend that you buy these documents in advance and use them to prepare for the course.



An internal seminar is possible, from at least six persons


Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Queries about this seminar or a request for proposal for an in-house seminar:

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