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ISO 20000-1:2018 ITSMS Internal Auditor

The new version of ISO 22301:2019 “Security and resilience - Business continuity management systems Requirements” has been published. In terms of business continuity management, internal audits help any type of organization enhance its internal control and monitor the company’s compliance with this Business Continuity standard in order be prepared for disruptive incidents and recover more quickly.


Expand your ability to effectively conduct internal audits within your company or train your audit team according to ISO 22301 Business Continuity Management Systems standard with our Internal Auditor ISO 22301 training course.


This course, designed by LiberoAssurance Training team, provides all the necessary knowledge for ISO 22301:2019 BCMS and the audit methodology applied to this standard.


Aims & Objectives
  • Provide the key requirements and benefits of ISO 20000-1:2018
  • Outline the steps towards effective information technology service management
  • Compare ISO 20000-1:2018 towards its old version
  • Provide the application of risk-based thinking, frameworks and process management


Learning Outcomes

Having successfully completed this course you will be able to:

  • Understand the key requirements, terms and definitions of ISO 20000-1:2018 and its structure
  • Learn the importance and benefits of an ISO 20000-1:2018 ITSMS
  • Apply methods and tools to manage information technology service management system
  • Enhance skills to conduct effective audits in any auditing situation
  • Plan, conduct, report and follow up an internal audit
  • Establish and plan the activities of an audit team
  • Communicate effectively with the auditee and audit client
  • Organise and direct audit team members


Who should attend?
  • Business professionals
  • Management representatives
  • Appointed auditors
  • ITSMS consultants


Prerequisite skills & knowledge: None required


Available in-house/distant learning? Yes


Created by: LiberoAssurance Continuous Professional Development Training Centre Level 1 – Accredited by Greek Ministry of Education & Religious Affairs                           Accreditation No. 2101338


Part A Contents: ISO 20000-1:2018 Requirements

Clauses 0-3
  • Introduction
  • Scope
  • Normative references
  • Terms and definitions
Clause 4 - Context of organization
  • Understanding the organisation and its context
  • Understanding the needs and expectations of interested parties
  • Determining the scope of the service management system
  • Service management system
Clause 5 - Leadership
  • Leadership and commitment
  • Policy
  • Roles, responsibilities and authorities
Clause 6 - Planning
  • Actions to address risks and opportunities
  • Service management objectives and planning to achieve them
  • Plan the service management system
Clause 7 - Support
  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented information
Clause 8 - Operation of the service management system
  • Operational planning and control
  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build and transition
  • Resolution and fulfiment
  • Service assurance
Clause 9 - Performance Evaluation
  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
  • Service reporting
Clause 10 - Improvement
  • Nonconformity and corrective action
  • Continual Improvement


Part B Contents: ISO 20000-1:2018 Internal Auditor
Internal audit overview
  • What is an Audit?
  • Why Audit?
  • Audit Types
Internal Audit
  • Principles of auditing
  • Scheduled and unscheduled Audits
  • What to Audit – Technical Audit
  • Steps involved in internal audit
  • Scope of audit
  • Frequency of audit
  • Internal Audit process
Audit Steps
  • Performing audit activities
  • Audit Plan
  • Developing Checklists
  • Opening Meeting
  • Conducting the Audit
  • Recording Results
  • Non-Conformities & Non-Compliances
  • Closing Meeting (s)
  • Audit Report
  • Audit Follow-up Activities
  • Auditee’s conduct
Audit Programme
  • Establishing the Audit programme objectives
  • Identifying and evaluating audit programme risks
  • Process flow for the management of an audit programme
  • Managing an audit programme
  • Audit programme Implementation
Audit tips and techniques
  • Tips to trained internal auditor
  • Question Technique
  • Competence of the audit programme manager
Auditor’s Performance
  • Auditor’s Quality
  • The Auditors conduct
  • Auditor’s Code of Conduct
  • Auditor Characteristics
  • Auditor's personal behavior
  • The Auditee’s conduct
  • Selecting the audit team members
  • Skills of audit team leaders
  • How to evaluate an Auditor


Exam & Certification
  • Exam on ISO 20000-1:2018 ITSMS Internal Auditor
  • “ISO 20000-1:2018 Information Technology Service Management System Internal Auditor” Certificate
Teaching Methods
  • Detailed seminar presentations (Available for download)
  • Terms and definitions
  • No. of slides: 209


  • Reading lists & Resources: Available in the presentations


Study time allocation
  • Private study hours: 24
  • Trainer contact hours: Availability and Competence of instructors upon request
  • Enrollment Duration: 90 days (starting from the date of purchase)
  • CPD Points: 24
  • ECTS/ECVET Points: 0.8


Assessment methods


% contribution to final mark

% Minimum passing grade

Exam for ISO 20000-1:2018 Information Technology Service Management System Internal Auditor





On successful completion of the course assessment, participants will be issued with a ‘Certificate of Success’


   100% Online course
   CPD Accredited eCertificate – Global acceptance
   Downloadable course material
   E-learning Mobile App
   Enrolment: 3 months
   Flexible schedule
   Language: English


View LiberoAssurance Certificate


135,00 €


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