PECB CourseQuality & ManagementAdvancedISO/IEC 20000ISO/IEC 20000 Lead Auditor
Lead audits of ISO/IEC 20000 IT service management systems with professional audit competence.
Course Description
This advanced course develops the competencies to lead audits of IT service management systems based on ISO/IEC 20000. Master the audit of service management processes, evaluate SMS effectiveness, and apply ISO 19011 guidelines to assess organizational conformity with ITSM requirements.
Who Should Attend
- IT service management auditors
- Internal and external auditors
- SMS managers preparing for certification audits
- Certification body auditors
Learning Objectives
- 1Plan and lead ISO/IEC 20000 SMS audits
- 2Evaluate service management processes against standard requirements
- 3Apply ISO 19011 audit guidelines in ITSM contexts
- 4Document audit findings and produce professional reports
- 5Manage audit teams and follow-up activities
Prerequisites
- Fundamental understanding of ISO/IEC 20000
- Knowledge of audit principles and processes
Course Modules
Day 1: Introduction to ISO/IEC 20000 and SMS Audit Principles
ISO/IEC 20000-1 requirements recap; IT service management processes; ISO 19011 audit guidelines; audit principles and concepts; audit program management; and the auditor's role in SMS conformity assessment.
Day 2: SMS Audit Planning and Preparation
Defining SMS audit scope and objectives; audit planning and resource allocation; reviewing SMS documentation and process maps; developing ITSM-specific audit checklists; sampling techniques for service management audits; and audit team composition.
Day 3: Conducting the SMS Audit
Opening meeting facilitation; auditing service management processes (incident, problem, change, release, configuration); evidence gathering techniques for IT services; evaluating SLA compliance and service performance; identifying nonconformities in ITSM contexts.
Day 4: Audit Reporting, Follow-Up, and Closing
Classifying SMS audit findings; preparing the SMS audit report; conducting the closing meeting; evaluating corrective actions for service management nonconformities; audit follow-up and surveillance; and certification audit procedures.
Day 5: SMS Audit Team Leadership and Certification Exam
Leading and managing SMS audit teams; auditor competence for IT service management; managing complex multi-process audits; integrated audits (SMS with ISMS, QMS); and the Lead Auditor certification exam.
Exam Details
Duration
3 hours
Format
Essay type (12 questions), open book
Passing Score
70%
Retake Policy
Free retake within 12 months after first failure
Available in:
Certification
PECB Certified ISO/IEC 20000 Lead Auditor
Issued by PECB
Digital Badge & Verification
Verified via Credly
Upon passing the exam, your certificate will be issued as a digital badge via Credly. This badge can be shared on LinkedIn, embedded in your email signature, and verified by anyone at any time.
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