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Learning objectives  


By the end of this training course, the participants will be able to: 

  • Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1 

  • Interpret the ISO/IEC 20000-1 requirements for an SMS from the perspective of an auditor  

  • Evaluate the SMS conformity to ISO/IEC 20000-1 requirements, in accordance with the fundamental audit concepts and principles 

  • Plan, conduct, and close an ISO/IEC 20000-1 audit, in accordance with ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other best practices of auditing 

  • Manage an ISO/IEC 20000-1 audit program 


Target audience  


The ISO/IEC 20000 Lead Auditor training course is intended for: 

  • Auditors seeking to conduct and lead SMS audits  

  • Managers or consultants seeking to master the SMS audit process  

  • Individuals responsible for maintaining conformity to ISO/IEC 20000-1 requirements in an organization 

  • Technical experts seeking to prepare organizations for an SMS certification audit 

  • Expert advisors in service management 




The main requirements for participating in this training course are a fundamental understanding of ISO/IEC 20000-1 requirements and a comprehensive knowledge of audit principles. 


Exam and Certification information 


Duration: 01 hour  

Number of Questions: 40 (Multiple Choice)  

Pass mark: 26+ marks  

Open book: No  

Electronic equipment allowed: No  

Course Outline

  • ISO/IEC 20000 Standard 
  • Relationship with other frameworks and standards 
  • The Deming cycle and how it applies to ITSM 
  • Plan. Do. Check. Act 
  • Applicability and scope definition 
Terms and definitions
  • Terms specific to management system standards
  • Terms specific to service management 
Context of the organization
  • Understanding the organization and its context 
  • Understanding the needs and expectations of interested parties 
  • Determining the scope of the service management system 
  • Service management system 
  • Service management 
  • Actions to address objectives and planning to achieve them 
  • Establish objectives 
  • Plan to achieve objectives 
  • Plan the service management system 
Planning risks and opportunities
  • Leadership and commitment 
  • Policy 
  • Establishing the service management policy 
  • Communicating the service management policy 
  • Organizational roles, responsibilities and authorities 
Support of the service management system
  • Resources 
  • Competence 
  • Awareness 
  • Communication 
  • Documented information 
  • Creating and updating documented information 
  • Control of documented information 
  • Service management system documented information 
Operation of the service management system

7.1 Operational planning and control 

  7.2 Service portfolio 

  • Service delivery, Plan the services 
  • Control of parties involved in the service lifecycle 
  • Service catalogue management 
  • Asset management, Configuration management 


  7.3 Relationship and agreement, General 

  • Business relationship management 
  • Service level management, Supplier management 


  7.4 Supply and demand 

  • Budgeting and accounting for services 
  • Demand management, Capacity management 


  7.5 Service design, build and transition 

  • Change management 
  • Service design and transition 
  • Release and deployment management 


  7.6 Resolution and fulfillment 

  • Incident management, Service request management 
  • Problem management 


  7.7 Service assurance 

  • Service availability management 
  • Service continuity management 
  • Information security management. 
Performance evaluation
  • Monitoring, measurement, analysis and evaluation 
  • Internal audit 
  • Management review 
  • Service reporting 
Relationship processes:
  • Nonconformity and corrective action 
  • Continual improvement 

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