ISO/IEC 20000-1 Internal Auditor Training
Plan, conduct, report and follow up internal audits of a service management system against ISO/IEC 20000-1:2018 — clause by clause through clause 8, with ISO 19011:2018 method and the evidence an auditor actually samples.
29
Lessons
~16h
Study time
30
Exam questions
70%
Pass mark
QR-verifiable Certificate of Training
Self-paced online, start today
About this course
ISO/IEC 20000-1:2018 is the auditable requirements standard for a service management system (SMS). Its clause 8 is where the work sits: the service portfolio, configuration management, service level and supplier management, capacity, change, release, incident, problem, availability, continuity and information security. This course qualifies you to audit all of it from the inside — to plan an audit programme, sample records in an ITSM tool, interview a process owner or a service desk analyst, and write findings that survive challenge at management review.
The programme follows the order an internal auditor meets the work. It opens with the structure of the standard, an accurate account of the relationship between ISO/IEC 20000-1 and ITIL — a requirements standard and a body of practice, neither a prerequisite for the other — and the mandate that clause 9.2 gives you. It then establishes the ISO 19011:2018 audit cycle and a sampling strategy, works through clauses 4 to 7, spends four modules inside clause 8, covers performance evaluation and improvement in clauses 9 and 10, and closes with a full audit run from audit plan to verified closure, including nonconformity writing to problem–location–requirement.
It is written for IT service managers, process owners, quality and compliance staff and internal auditors in IT departments, managed service providers and government IT organisations. No prior audit qualification is assumed; ISO/IEC 20000-2 is used as guidance where it clarifies intent. It sits below Skedmia's ISO/IEC 20000-1 Lead Auditor course and uses the same clause interpretations and finding conventions.
Assessment is a 30-question online exam with a 70% pass mark. Successful learners receive a verifiable SKEDMIA certificate. Approximately 16 hours of self-paced study.
- Standards referenced
- ISO/IEC 20000-1:2018, ISO/IEC 20000-2, ISO 19011:2018
- Level
- Internal Auditor
- Subject
- Quality & Management
- Format
- Self-paced online — the lessons open as soon as you enrol
- Study time
- About 16 hours across 29 lessons
- Assessment
- Final Exam: 30 questions, 70% pass mark
- Exam attempts
- Unlimited, at no extra cost
- Certificate
- Skedmia Certificate of Training, valid for 1 year and verifiable at skedmia.com/verify
- Access
- Lifetime access with a one-time payment
Practise the audit before you do it for real
Reading a clause and auditing against it are different skills. Enrol on this course and you also get 6 months of AuditVerse, our interactive practice platform — you work through ISO audit scenarios, decide what to sample, and see how a finding holds up when it is challenged.
Sign in with the same email address and password you use here. Access runs for 6 months from the day you enrol, and there is nothing to buy or activate.
Open AuditVerseCourse content
10 modules · 29 lessons · about 16h · final exam
01Module 1 — The Standard and the Internal Auditor's Mandate — What Is Auditable and Why3 lessons · 100 min
- ISO/IEC 20000-1:2018 — Structure, Scope and Applicability34 min
- ISO/IEC 20000-1 and ITIL — Requirements Standard versus Body of PracticePreview30 min
- The Internal Audit Mandate — Clause 9.2, Independence and Value35 min
02Module 2 — Audit Method — ISO 19011:2018 Applied to a Service Management System3 lessons · 110 min
- The Seven Audit Principles and the ISO 19011 Audit Cycle34 min
- Building the Annual Internal Audit Programme35 min
- Auditing Processes and Sampling ITSM Evidence40 min
03Module 3 — The SMS Framework — Auditing Clauses 4 to 73 lessons · 105 min
- Context, Interested Parties, Scope and Leadership — Clauses 4 and 532 min
- Planning the SMS — Risks, Objectives and the Service Management Plan (Clause 6)35 min
- Support — Resources, Competence, Documented Information and Knowledge (Clause 7)35 min
04Module 4 — Operational Planning and the Service Portfolio — Clauses 8.1 and 8.23 lessons · 105 min
- Operational Planning, Service Delivery and Control of Other Parties (8.1–8.2.3)31 min
- Service Catalogue and Asset Management (8.2.4, 8.2.5)30 min
- Configuration Management and CMDB Accuracy40 min
05Module 5 — Relationship, Agreement, Supply and Demand — Clauses 8.3 and 8.43 lessons · 110 min
- Business Relationship and Service Level Management (8.3.2, 8.3.3)31 min
- Supplier Management — External, Internal and Customers Acting as Suppliers (8.3.4)35 min
- Budgeting, Accounting, Demand and Capacity (8.4)35 min
06Module 6 — Service Design, Build and Transition — Auditing Clause 8.53 lessons · 105 min
- Change Management and the CAB (8.5.1)32 min
- Service Design and Transition (8.5.2)35 min
- Release and Deployment Management (8.5.3)30 min
07Module 7 — Resolution, Fulfilment and Service Assurance — Clauses 8.6 and 8.73 lessons · 115 min
- Incident and Service Request Management (8.6.1, 8.6.2)31 min
- Problem Management (8.6.3)35 min
- Availability, Continuity and Information Security (8.7)40 min
08Module 8 — Performance Evaluation and Improvement — Clauses 9 and 103 lessons · 100 min
- Monitoring, Measurement, Analysis and Service Reporting (9.1, 9.4)31 min
- Auditing the Internal Audit Programme and Management Review (9.2, 9.3)35 min
- Nonconformity, Corrective Action and Continual Improvement (10.1, 10.2)30 min
09Module 9 — Running the Internal Audit — From Audit Plan to Verified Closure3 lessons · 115 min
- Preparing and Opening the Audit33 min
- Fieldwork — Interviewing, Tooling Evidence and Note-taking40 min
- Findings, the Report, Corrective Action and Verification40 min
10Course materials & downloads2 lessons
- ISO/IEC 20000-1:2018 Internal Audit Checklist — Clauses 4 to 10 (PDF)
- Finding, Report and Corrective Action Verification Pack (PDF)
What you earn
A certificate anyone can verify in seconds
Score 70% or better on the final exam and Skedmia issues your Certificate of Training with a unique certificate number. Every certificate carries a QR code that resolves to our public register, so an employer or auditor can confirm it is genuine without contacting anyone. Certificates state a validity of 1 year from issue and can be renewed.
Verified at skedmia.com/verify
Certified by
Before you enrol
How is the course delivered?
Entirely online and self-paced. Once you enrol, the lessons open immediately in your Skedmia account on any device, and you can stop and resume whenever you like.
How do I earn the certificate?
Complete the lessons, then sit the 30-question final exam. Score 70% or more and your Certificate of Training is issued straight away with a unique certificate number and QR code. The PDF downloads from your account.
What happens if I don't pass?
Review the lessons and retake the exam as many times as you need, at no extra cost. Each attempt is marked immediately.
How does an employer verify my certificate?
Every certificate carries a QR code and a certificate number. Scanning the code, or entering the number on our verification page, returns the holder’s name, the course and the issue date. No account is needed.
How can I pay?
By card through our secure Stripe checkout, with access opening instantly. Or by bank transfer: we show our account details and an order reference, you send the receipt, and the course opens once the payment is verified.
Can I enrol a team?
Yes. Organisations enrol staff as a cohort, follow progress on a manager dashboard and receive completion reports formatted for an audit file. See corporate training or send an enquiry.
For organisations
Training a whole team on this course?
Enrol staff as a cohort, follow progress from one dashboard and receive completion reports ready for your audit file.
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