Information Technologies (BT) Service Management System (ISO 20000-1:2011) Specialist and Internal Auditor Certification Training

• Learning the BT Service Management System (ISO 20000-1:2011) at the level of auditing
• Learning BT Service management concepts
• Providing awareness about BT Service Management
• Learning the documents required for BT Service Management System implementation
• Learning the audit process and its application

• Having knowledge of an up-to-date and legally enforced management system
• Having knowledge about industry experiences
• To provide added value to people who are in the process of starting business life, at the start of employment
• To provide people in business life with the opportunity to work in relevant departments and projects within the company
• Transferring IT Service issues to individual life

• BT Service Management System (ISO 20000-1:2011) specialist certification
• BT Service Management System (ISO 20000-1:2011) internal auditor certificate

2.      ISO 20000-1:2011 standard clauses

a.         Introduction to BT Service Management

b.         Relationship with other standards

c.         Service management general requirements

d.         Design and implementation of new or changing services

i.             Planning

ii.            Design and development

iii.           Implementation

e.         Service delivery processes

i.          Service level management

i.            Reporting of Service

ii.           Management of Service Continuity and Availability

iii.          Budgeting and Accounting for Services

iv.          Capacity Management

v.            Information Security Management

f.         Relationship processes

i.            Business relationship management

ii.           Supplier management

g.         Solution processes

i.            Incident and service request management

ii.           Problem management

h.         Control processes

i.            Configuration management

ii.           Change management

iii.          Release and deployment management

3.     Internal control

a.        Audit types

b.        What is internal audit?

c.        Benefits of internal audit

d.        Certification audit

e.         Audit process

i.            Pre-audit (planning, preparation)

ii.           Implementation (opening meeting, audit, identification of nonconformities, closing meeting)

iii.         Post-audit (reporting, follow-up and closure)

f.         Auditor characteristics and recommendations

4.     Exam