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IT Service Management
ISO 20000 Lead Auditor Training & Certification
ISO 20000 Lead Auditor

ISO 20000 Lead Auditor Training & Certification

 

ISO/IEC 20000 Lead Auditor training course provides you with the necessary knowledge and skills to conduct service management system (SMS) audits in accordance with widely recognized audit principles, procedures, and techniques. This training course has been developed to reflect the importance of an effective SMS audit. It aims to strengthen your skill set regarding the planning and conducting SMS audits in compliance with the requirements of ISO/IEC 17021-1, the recommendations of ISO 19011, and other best practices of auditing. 

Last updated May 2025
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Course Fee -
$ 1299
Buy Now
*taxes may applicable
Training By
Knowlathon
Certificate By
TUV Rheinland
Duration
32 Hours
Learning Aids
Yes
Practice Exam
Yes
LMS Access
Yes
K-Prime Warranty
Yes

 

Target Audience of ISO 20000 Lead Auditor Certification   

 

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 

 

Pre-requisites of ISO 20000 Lead Auditor Certification Training 

 

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. 

 

ISO 20000 Lead Auditor Exam and Certification Information 

 

Duration: 01 hour  

Number of Questions: 40 (Multiple Choice)  

Pass mark: 26+ marks  

Open book: No  

Electronic equipment allowed: No  
 



ISO 20000 Lead Auditor Certification Journey

Learning Objectives

Learning Objectives of ISO 20000 Lead Auditor Course 

 

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 

Course Outline

Introduction
  • 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 
Leadership
  • 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 

Frequently Asked Questions.

What is the ISO 20000 Lead Auditor Certification?

The ISO 20000 Lead Auditor Certification is a professional qualification that confirms an individual's ability to assess an organization's IT Service Management System (ITSMS) based on the ISO 20000 standard. This certification provides the necessary knowledge and expertise to plan, execute, document, and follow up on audits, ensuring the effectiveness and compliance of the ITSMS with the required standards.

Why should I get ISO 20000 Lead Auditor certified?

: Obtaining the ISO 20000 Lead Auditor certification can greatly enhance your career in IT service management. It showcases your expertise to employers and clients, strengthens your credibility as an auditor, and opens up opportunities in both internal and external auditing positions. As a globally recognized certification, it highlights your proficiency in ITSM auditing best practices.

What does the ISO 20000 standard cover?

The ISO 20000 standard outlines the requirements for establishing, implementing, maintaining, and continuously improving a service management system. It emphasizes ensuring the quality of IT services, fulfilling customer needs, and promoting ongoing improvement within an organization's IT processes. Key areas addressed include service level management, incident and problem management, change management, and release and deployment management.

What will I learn in an ISO 20000 Lead Auditor training course?

In an ISO 20000 Lead Auditor training course, you will gain a deep understanding of auditing management systems and the requirements of ISO 20000. The course will teach you how to plan and carry out audits, techniques for gathering and analyzing audit evidence, writing audit reports, and managing follow-up and corrective actions. Additionally, you will learn about the responsibilities of auditors and the importance of maintaining ethical standards in the auditing process.

How can ISO 20000 Lead Auditor certification benefit my organization?

Having certified lead auditors in your organization ensures that internal audits are performed efficiently, helping to identify areas for improvement in the ITSMS. This leads to enhanced service quality, higher customer satisfaction, reduced risks, and improved alignment of IT services with business goals. Additionally, it helps prepare the organization for external certification audits.

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