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
Earns a QR-verifiable Certificate of Training
Overview
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.
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 AuditVerseWhat 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.
Verified at skedmia.com/verify
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Syllabus
Course content
10 modules · 29 lessons · ~16h
01Module 1 — The Standard and the Internal Auditor's Mandate — What Is Auditable and Why3 lessons
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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)
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