ISO/IEC 20000 Lead Auditor is the course for the person who assesses a service management system (SMS) against ISO/IEC 20000-1. Over five days it covers the audit cycle from start to finish: planning the audit, leading the team, collecting and evaluating evidence, writing nonconformities and reporting conclusions, following ISO 19011 and ISO/IEC 17021-1.
Choose it if you audit for a certification body, run internal IT service management audits, or need to prepare your organization for a third-party audit. If your job is to build or run the SMS, take Lead Implementer instead.
ISO/IEC 20000 Lead Auditor training course provides participants with the knowledge and skills required to conduct effective Service Management System (SMS) audits based on ISO/IEC 20000-1. The course follows widely recognized audit principles, procedures, and techniques, including the guidance of ISO 19011, the requirements of ISO/IEC 17021-1, and international best practices for management system auditing.
This training course helps professionals understand the practical aspects of SMS audits, including audit planning, audit methods, evidence collection and verification, interpretation of ISO/IEC 20000-1 requirements, leading an audit team, drafting nonconformity reports, and preparing the final audit report. Upon successful completion of the course and exam, participants can apply for the PECB Certified ISO/IEC 20000 Lead Auditor credential, demonstrating their professional ability to audit a Service Management System based on ISO/IEC 20000-1.
Who Should Attend?
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; and expert advisors in service management.
Learning Objectives
By the end of this training course, 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; and manage an ISO/IEC 20000-1 audit program.
Educational Approach
This training course is participant centered and contains theories, approaches, and best practices used in service management system audits; lecture sessions illustrated with practical examples; practical exercises based on a case study and discussions; interaction between participants by means of questions and suggestions; and exercises tailored to prepare the participants for the certification exam.
Prerequisites
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.
Live classes for this course are led by Islam Elzayat, a PECB Certified Trainer with more than 17 years of experience in IT governance, cybersecurity GRC, IT audit and IT service management, including more than 500 third-party audit days. Full profile and verified badges.
Live classes are held online. Class hours are arranged with the participants to suit their time zones. The self-study and hybrid options start as soon as your course is assigned.
The course covers five days of content, with the certification exam on the fifth day, and carries 31 CPD credits. In the self-study format you cover the same material at your own pace.
Yes. The course fee includes the PECB certification and examination fees. If you do not pass, one complimentary retake is available within 12 months of your first attempt.
You need a fundamental understanding of ISO/IEC 20000-1 requirements and a comprehensive knowledge of audit principles.
It is available as self-study (English, French), hybrid learning (English) and live online class (English). Choose the format and language before adding the course to your cart.
Hybrid learning combines the self-paced course with one day of one-to-one live coaching with the instructor. The day can be split into a half day before you start studying and a half day before your exam, so you go in prepared.
The next live classes start on Thursday, 21 January 2027, 9:00 am and on Thursday, 19 August 2027, 9:00 am. They are held online and led by Islam Elzayat. Class hours are arranged with the participants to suit their time zones. Select “Live Event” and your date before adding the course to your cart.
PECB issues the certificate. After passing the exam you can apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” credential. Horus Academy is a PECB Authorized Silver Partner and does not issue the certificate itself.
The “PECB Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). It covers the following competency domains:
Domain 1: Fundamental principles and concepts of a service management system
Domain 2: Service management system requirements
Domain 3: Fundamental audit concepts and principles
Domain 4: Preparing an ISO/IEC 20000 audit
Domain 5: Conducting an ISO/IEC 20000 audit
Domain 6: Closing an ISO/IEC 20000 audit
Domain 7: Managing an ISO/IEC 2000 audit program
After successfully completing the exam, you can apply for one of the credentials shown on the table below. You will receive a certificate once you comply with all the requirements related to the selected credential.
The requirements for PECB ISO/IEC 20000 Auditor certifications are as shown in the table below:
| Credential | Exam | Professional experience | MS audit/assessment experience | Other requirements |
|---|---|---|---|---|
| PECB Certified ISO/IEC 20000 Provisional Auditor | PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent | None | None | Signing the PECB Code of Ethics |
| PECB Certified ISO/IEC 20000 Auditor | PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent | Two years: One year of work experience in IT Service Management | Audit activities: a total of 200 hours | Signing the PECB Code of Ethics |
| PECB Certified ISO/IEC 20000 Lead Auditor | PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent | Five years: Two years of work experience in IT Service Management | Audit activities: a total of 300 hours | Signing the PECB Code of Ethics |
| PECB Certified ISO/IEC 20000 Senior Lead Auditor | PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent | Ten years: Seven years of work experience in IT Service Management | Audit activities: a total of 1,000 hours | Signing the PECB Code of Ethics |
Note: PECB Certified Individuals who possess the Lead Implementer and Lead Auditor Credentials are qualified for the respective PECB Master Credential, given they have taken 4 additional Foundation Exams which are related to this scheme.
To be considered valid, the audit activities should follow best audit practices and include the following:
Course agenda
Day 1: Introduction to the SMS and the ISO/IEC 20000 family of standards
Day 2: Audit principles and the preparation for and initiation of an audit
Day 3: On-site audit activities
Day 4: Closing of the audit
Day 5: Certification exam
