PECB Certified ISO/IEC 20000 Lead Auditor
Master the audit of an ISO/IEC 20000-compliant IT Service Management System
The target audience for training
ISO/IEC 20000 Lead Auditor training is designed for :
- Auditors wishing to carry out and lead SMS audits
- Managers or consultants wishing to master the SMS audit process
- Persons responsible for maintaining conformity to the requirements of ISO/IEC 20000-1 in an organisation
- Technical experts wishing to prepare organisations for an SMS audit
- Expert service management consultants
What you will learn
Perform service management system (SMS) audits in accordance with widely recognised audit principles, procedures and techniques. This course has been designed to reflect the importance of an effective SMS audit. It aims to enhance your skills in planning and conducting SMS audits in accordance with the requirements of ISO/IEC 17021-1, the recommendations of ISO 19011 and other auditing best practices.
This course also includes exercises, quizzes and practical examples to help you understand the most important aspects of SMS audits. It covers practical aspects such as interpreting the requirements of ISO/IEC 20000-1 in the context of an audit, applying audit principles, audit methods, collecting and verifying evidence, leading an audit team, writing non-conformance reports and preparing the final audit report.
This training is followed by an examination. If you pass the exam, you can apply for PECB Certified ISO/IEC 20000 Lead Auditor certification. The certificate "PECB ISO/IEC 20000 Lead Auditor is internationally recognised proof that you have the professional knowledge and skills required to audit an SMS in accordance with ISO/IEC 20000-1.
Training programme
- Duration: 5 days
Day 1: Introduction to SMS and the ISO/IEC 20000 family of standards
- Objectives and structure of the course
- Standards and regulatory frameworks
- Certification process
- Fundamental concepts of service management and SMS
- ISO/IEC 20000-1 requirements for an SMS, clauses 4 to 10
Day 2: Audit principles and preparation for launching an audit
- Fundamental audit concepts and principles
- Impact of trends and technology on auditing
- Evidence-based audit
- Risk-based auditing
- Initiating the audit process
- Stage 1 of the audit
Day 3: On-site audit activities
- Preparing for stage 2 of the audit
- Stage 2 of the audit
- Communication during the audit
- Audit procedures
- Creation of audit test plans
Day 4: Closing the audit
- Drafting audit findings and non-compliance reports
- Audit documentation and quality review
- Closing the audit
- Evaluation of action plans by the auditor
- After the initial audit
- Managing an internal audit programme
- Closing the course
Day 5: Certification Exam
The PECB Certified ISO 20000 Lead Auditor exam fully meets the requirements of the PECB Examination and Certification Program (ECP). It covers the following areas of competence:
- Area 1: Fundamental principles and concepts of a service management system
- Area 2: Service management system requirements
- Area 3: Fundamental audit concepts and principles
- Area 4: Preparing an ISO/IEC 20000 compliance audit
- Area 5: Performing an ISO/IEC 20000 compliance audit
- Domain 6: Completion of an ISO/IEC 20000 compliance audit
- Area 7: Managing an ISO/IEC 20000 compliance audit programme
Training objectives
At the end of this course, participants will be able to :
- Explain the basic concepts and principles of a service management system (SMS) in accordance with ISO 20000-1
- Interpreting the requirements of ISO/IEC 20000-1 for an SMS from an auditor's point of view
- Assess the conformity of the SMS with the requirements of ISO 20000-1, in accordance with the fundamental audit concepts and principles
- Plan, carry out and complete an ISO 20000-1 audit, in accordance with the requirements of ISO/IEC 17021-1, the guidelines of ISO 19011 and other best audit practices
- Managing an ISO/IEC 20000-1 audit programme
Training prerequisites
- Participants should have basic knowledge of IT service management and a general understanding of the ISO/IEC 20000 standard.
Examination guide
Download the exam guide
- Level : Fundamental
- Certification body : 0
- Certification: Yes
- Accessibility : Yes
- Duration: 5 days
Important information:
Our courses are not registered with the Répertoire National des Certifications Professionnelles (RNCP), but they do comply with the requirements of the Répertoire Spécifique (RS).