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.
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
