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EXIN ITSM Internal Auditor

EXIN ITSM Internal Auditor

EXIN Internal Auditor in IT Service Management based on ISO/IEC 20000

Summary

This module provides:

  • Practical knowledge of the internal audit cycle (first party audit)
  • Knowledge and techniques for supplier audits (second party audit)
  • Knowledge and techniques for certification audits (third party audit)

 

Target group

Personnel of internal and external service providers in an ISO/IEC 20000 environment or having interest in these standards. Specific roles that would benefit from the Internal Auditor certification could include:

  • Auditor or assessor
  • Customer representatives, to better understand the need for audit activities by the Service Provider
  • Top Management and their direct reports to provide needed leadership in the field of audits
  • Managers/directors responsible for the coordination of services
  • Interested parties representatives
  • Suppliers
  • Project specialists
  • Consultants who offer their services as specialists in ITSM, as they need to know the audit methods
  • Academics who teach ITSM and would need to include auditing in their curriculum
  • Individuals who want to demonstrate competencies in ITSM
  • Auditors of Quality Service Systems who want to expand their horizon into Service management

 

Context

The certificate Internal Auditor in IT Service Management based on ISO/IEC 20000 is related to the EXIN IT Service Management  Qualification Program based on ISO/IEC 20000 – a series of interlinked examinations which are based on the various roles in IT Service Management.

 

e-Competence Framework (e-CF)

The mapping of this certificate against the e-Competence Framework.

 

    Level
 e-CF Area   e-Competence e-1 e-2 e-3 e-4 e-5
ENABLE D.2. ICT Quality Strategy Development          
MANAGE E.3. Risk Management          
E.4. Relationship Management          
E.5. Process Improvement          
E.6. ICT Quality Management          
Legend for coverage
General
Partial
Superficial

 

Prerequisites

Requirements for the ITSM20IA certificate:

  • The Foundation Certificate in IT Service Management based on ISO/IEC 20000 or an accepted equivalent
  • An accredited training IT Service Management Internal Auditor based on ISO/IEC 20000; this includes the successful completion of four Practical Assignments as assessed by an EXIN accredited training provider
  • Successful completion of the exam IT Service Management Internal Auditor based on ISO/IEC 20000

 

Exam content

Candidates are tested on 4 categories:

  • Planning the Audit Program
  • Managing Audits
  • Communicate & address audit results
  • Improving the audits program

 

Exam Details

  • Number of multi-choice questions: 60
  • Pass mark: 65% (39 of 60)
  • No open book/notes
  • No electronic devices permitted

 

In-course assessment

The candidate must have successfully completed four (4) practical assignments (3 hours each in length):

  1. Assignment in evidence gathering (documents)
  2. Assignment in planning an audit (based on a case study)
  3. Assignment in planning improvements for an organization who has failed an audit
  4. Assignment in writing conformity, observation and non-conformity statements

 

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