ISO/IEC 20000 Lead Auditor

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Course Overview

The PECB 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.

This training course also provides exercises, quizzes, and practical examples to help you understand the most important aspects of SMS audits. It elaborates, among others, on the practical aspects, such as the interpretation of ISO/IEC 20000-1 requirements in the context of an audit, the application of principles of auditing, the audit methods, the evidence collection and verification, the leading of an audit team, the drafting of nonconformity reports, and the preparation of the final audit report.

The successful completion of the training course is followed by an exam. If you pass the exam, you can apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” credential. The internationally recognized “PECB ISO/IEC 20000 Lead Auditor” certificate demonstrates your professional capabilities and your ability to audit an SMS based on ISO/IEC 20000-1.

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

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
  • Exercises tailored to prepare the participants for the certification exam


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.

Target Audiance

  • 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

Schedule Dates

ISO/IEC 20000 Lead Auditor
04 March 2024 - 08 March 2024
ISO/IEC 20000 Lead Auditor
10 June 2024 - 14 June 2024
ISO/IEC 20000 Lead Auditor
16 September 2024 - 20 September 2024
ISO/IEC 20000 Lead Auditor
16 December 2024 - 20 December 2024

Course Content

  • Introduction to the SMS and the ISO/IEC 20000 family of standards

  • Audit principles and the preparation for and initiation of an audit

  • On-site audit activities

  • Closing of the audit

  • Certification exam


An ISO/IEC 20000 Lead Auditor is a professional who has undergone specialized training and certification to conduct audits of Information Technology Service Management Systems (ITSMS) based on the ISO/IEC 20000 standard. These auditors possess advanced knowledge and skills in auditing principles, techniques, and practices specific to IT service management, enabling them to lead and conduct audits to assess the compliance of ITSMS with ISO/IEC 20000 requirements.

ISO/IEC 20000 Lead Auditor certification is ideal for experienced auditors, IT service managers, IT quality managers, IT professionals, and individuals responsible for auditing ITSMS within organizations providing IT services. It is also valuable for consultants, certification bodies, and regulatory agencies seeking to ensure the quality and reliability of IT services through rigorous audit processes.

ISO/IEC 20000 Lead Auditor training covers a comprehensive range of topics, including the principles and requirements of ISO/IEC 20000, auditing principles, audit planning and preparation, audit techniques and methodologies, conducting audit interviews, collecting and analyzing audit evidence, reporting audit findings, writing non-conformity reports, audit follow-up, and auditor competency development. Participants also learn about the importance of impartiality, confidentiality, and risk-based thinking in conducting ITSMS audits.

Obtaining ISO/IEC 20000 Lead Auditor certification offers several benefits, including:

  • Recognition as a qualified auditor with specialized expertise in auditing Information Technology Service Management Systems for compliance with ISO/IEC 20000 requirements.
  • Enhanced auditing skills, including planning, conducting, and reporting audits effectively, while ensuring compliance with regulatory requirements and certification criteria.
  • Increased confidence in evaluating ITSMS processes, procedures, and practices to ensure the quality, efficiency, and effectiveness of IT services.
  • Expanded career opportunities in IT service management, auditing, quality assurance, and compliance roles within the IT industry.
  • Contribution to the enhancement of IT service delivery and customer satisfaction through the identification of improvement opportunities and corrective actions based on audit findings.
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