ISO 20000 Lead Auditor

About The Course

ISO 20000 Lead Auditor

ISO 20000 Lead Auditor, a five-day intensive course designed to inculcate participants and enable them to develop the expertise necessary to audit a Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques.

During this training, participants engage in practical’s and discussions to develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to proficiently plan and perform internal and external audits in compliance with ISO 19011 the certification process according ISO 17021.

Day 1
Introduction to Service Management System (SMS) concepts as required by ISO 20000
  • Fundamental principles of Information Technology Service
  • ISO 20000 certification process
  • Service Management System (SMS)
  • Detailed presentation of the clauses 4 to 9 of ISO 20000-1
Day 2
Planning and initiating an ISO 20000 audit
  • Fundamental audit concepts and principles
  • Audit approach based on evidence and on risk
  • Preparation of an ISO 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting
Day 3
Conducting an ISO 20000 audit
  • Communication during the audit
  • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
  • Audit test plans
  • Formulation of audit findings and documenting non conformities
Day 4
Concluding and ensuring the follow-up of an ISO 20000 audit
  • Audit documentation
  • Conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • ISO 20000 surveillance and internal audit management program
Day 5
Certification exam

ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended.

Who Should Attend?
  • Internal auditors
    • Auditors wanting to perform and lead Information Security Management System (ISMS) certification audits
      • Project managers or consultants wanting to master the Information Security Management System audit process
        • Persons responsible for the Information Technology Service conformity in an organization
          • Members of an information security team
            • Expert advisors in information technology
              • Technical experts wanting to prepare for an Information security audit function
Learning Objectives
  • To acquire the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
  • To acquire the expertise to perform an ISO20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
  • To acquire the necessary expertise to manage an ITSMS audit team
  • To understanding the operation of an ISO 20000 conformant Information Technology Service management system
  • To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
  • To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ITSMS
  • The “Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains:

    • Domain 1: Fundamental principles and concepts of IT Service Management

    • Domain 2: Service Management System (SMS)

    • Domain 3: Fundamental audit concepts and principles

    • Domain 4: Preparation of an ISO 20000-1 audit

    • Domain 5: Conducting of an ISO 20000-1 audit

    • Domain 6: Closing an ISO 20000-1 audit

    • Domain 7: Managing an ISO 20000-1 audit program

  • The “Certified ISO/IEC 20000 Lead Auditor” exam is available in different languages (the complete list of languages can be found in the examination application form)

  • Duration: 3 hours

  • For more information about exam, refer to PECB section on ISO 20000 Lead Auditor Exam)

  • After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 20000 Provisional Auditor, Certified ISO/IEC 20000 Auditor or Certified ISO/IEC 20000 Lead Auditor depending on their level of experience. Those credentials are available for internal and external auditors
  • A certificate will be issued to participants who successfully passed the exam and comply with all the other requirements related to the selected credential.
  • For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Auditor Certification

Learning Methods

On-site Training

On-site training will require you to travel to the city the training is held in and may require accommodations. It gives you the advantage to be in the class with other participants and ask questions as needed as well as seek the advice of the trainer when you require help in understanding the topic. You will also be able to take the exam after finishing the training classes which is included in the cost.

Self Study

Self-Study is an excellent opportunity for those that don’t have the time to travel and can work on their own. Once we have received your request and payment, you will receive an email with instructions on how to access your training material via PECB’s KATE application. If you prefer to get a printed book shipped to you, contact us and we can arrange that for an additional cost. When you are ready, you will receive a voucher for the exam and instructions on how to set-up the online exam. Contact us with any questions.

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