ISO 20000 Lead Auditor Training(ITSM)
Service Times: 9am and 10:30am
6399 North Wells Road, Bigtownville, CO 32748
  • Loading


Email Print Export to ical format


Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka 1213, Bangladesh
Telephone: +880 (2) 9891190, +880 (2) 8836875, Cell No: (88) 01680878839, (88) 01193070284

Workshop Details

Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka-1213, Bangladesh
Telephone: +880-2-9891190
+880 (2) 8836875
Cell No: (88) 01193070284
(88) 01680878839

Who Can Attend

Professionals who have a role to play with regards to IT Service Management System (ITSMS) like ,

  •       IT Service Professionals
  •       ITSMS Process Owners
  •       ITSMS Consultants
  •       ITSMS Auditors
  •       ISO 9001 internal auditors
  •       Head - Quality
  •       Head - IT etc.


  •       A TÜV SÜD certificate will be issued to participants only after successful completion based on performance during the course and in written examination.
  •        Others who have not successfully completed the course will be issued a certificate of attendance



IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM practice facilitates organizations to make significant improvements in the way they manage the relationships, processes, people and technologies to deliver a high quality IT service.

The international standard ISO/IEC 20000-1:2011 defines the best practices in IT Service Management. It specifies a number of closely related processes when brought together will help ensure that an organization delivers managed IT services of acceptable quality to its customers


03 Days

Course Objectives:

The aim of these 5 days program is to give a detailed overview of IT Service Management System (ISO 20000) international standard and to provide an understanding to the essentials required for providing a Service Management operation in order to deliver IT services of high quality internally or externally.

At the end of the training the participants will be able to:

  • Identify gaps in IT Service Management System.
  • Determine an organization’s compliance to the IT Service Management System Standard (ISO/IEC 20000-1:2011).
  • Understand auditing techniques for auditing IT Service Management System against the standard.
  • Conduct audits of the system.

Course Details:

The course will cover the following topics:

  • Introduction to IT Service Management System.
  • ISO 20000 requirements.
  • IT Service Management System processes
  • Service Delivery Processes
  • Control Processes
  • Release Process.
  • Resolution Processes.
  • Relationship Processes.
  • Case studies
  • Classroom exercises
  • Auditing concepts, principles and techniques.
  • Audit planning, execution, reporting, follow up
  • DO’s and DON’T’s of auditing
  • Examination


Training Calendar

<<  November  2017  >>
 S  M  T  W  T  F  S 
     1  2  3  4
  5  6  7  8  91011


AMS Campus Facilities

  • Two Air conditioned seminar halls with projector & audio system [Maximum Capacity up to 50 persons] including video recording capacity.
  • Two different PC Labs (Air conditioned)
  • Centralized server
  • Internet / WIFI facilities
  • Practice facilities in LABS
  • Online Exam Centre
  • Cafeteria & Own cook facility
  • Large lobby with natural surroundings
  • Huge Parking Space
  • Waiting Lounge
  • Distance education facilities
  • Printer, Scanner etc logistics facilities
  • Special Guest Room
  • Registration Booth Arrangement Space
  • 3 Star Accommodation arrangements for foreign guests on demand in walking distance from the center.
    ………and many more

Contact AMS

Academy of Management & Science (AMS)
House #450, Road # 31, New DOHS,Mohakhali, Dhaka-1206, Bangladesh
Cell No: (88) 01616004108
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Academy Location