ISO/IEC 20000-1:2018 – Certified Lead Auditor

Course Overview

In today’s competitive business environment, organizations rely on service providers to meet critical business needs. Non-performance or service failures can significantly impact an organization’s operations and reputation. To address this, ISO/IEC 20000-1:2018 provides a framework for effective Service Management Systems (SMS).

The Certified Lead Auditor program trains professionals to assess, audit, and ensure compliance with ISO/IEC 20000-1:2018 standards. It provides a thorough understanding of IT service management principles, risk-based auditing practices, audit execution, and reporting techniques. The course is widely applicable across IT services, facilities management, and business services, ensuring organizations deliver consistent, resilient, and quality-driven services.

Exam Information

1. Exam Pattern: 40 Multiple Choice Questions (MCQs) – 70% required to pass (28/40 correct).

2. Exam Duration: 60 Minutes (1 Hour).

3. Exam Format: Online, proctored via webcam and internet connection.

   • Includes 2 exam attempts per voucher.

   • If unsuccessful after 2 attempts, candidates may purchase a new voucher for 2 additional attempts.

4. Certification Validity: Lifetime

5. Note on Certification Usage: When referencing your certification, state it accurately as “ISO/IEC 20000-1:2018 Certified Lead Auditor.” Avoid generic terms like “ISO certified.”

Course Outline

Module 01 – Foundations of Service Management Auditing

• IT service management definitions, concepts, and guidelines

• Purpose of ISO/IEC 20000 series

• Roles and responsibilities of auditors

• ISO 19011:2018 concepts, terminology, and guidelines

• Risk and opportunity considerations in auditing

• Principles, practices, and types of audits

Module 02 – Audit Execution and Reporting

• Conducting all audit phases using a risk-based approach

• Preparing and presenting effective audit reports

• Exemplar Global certification scheme overview

• Objectives, scope, and criteria in audits

• Audit team selection, initiation, and meetings

• Understanding auditing standards

Module 03 – Lead Auditor Responsibilities and SMS Audits

• Audit team leadership and responsibilities

• Effective communication during audits

• Advanced auditor techniques and applications

• On-site audit activities

• Preparing audit conclusions and closing meetings

• Service Management System (SMS) audit process

• SMS audit planning, preparation, and execution

Target Audience

• Auditors seeking to lead Service Management System (SMS) certification audits

• Managers and consultants mastering service management audit processes

• Individuals maintaining SMS compliance

• Technical experts preparing for service management audits

• Advisors, security consultants, and information security officers

• Management representatives and professionals conducting internal, external, or third-party audits