About the course

Why should you take this training course?

The PECB ISO/IEC 20000 Lead Auditor training course equips you with the information and skills needed to perform audits of service management systems (SMS) in accordance with widely accepted audit principles, methods, and methodologies. This training session was created to emphasise the significance of an efficient SMS audit. It aims to improve your skills in organising and conducting SMS audits in accordance with ISO/IEC 17021-1 regulations, ISO 19011 guidelines, and other auditing best practices.

This course includes exercises, quizzes, and practical examples to help you learn the most significant components of SMS audits. It delves into practical aspects such as the interpretation of ISO/IEC 20000-1 requirements in the context of an audit, the application of auditing principles, audit methods, evidence collection and verification, leading an audit team, drafting nonconformity reports, and preparing the final audit report.

Training done in collaboration with


Course Outlines

Course Agenda

Day 1: Introduction to the SMS and the ISO/IEC 20000 family of standards

  • Training course objectives and structure
  • Standard and regulatory framework
  • Certification process
  • Fundamental concepts of service management and the SMS
  • ISO/IEC 20000-1 requirements for an SMS, clauses 4-10

Day 2: Audit principles and the preparation for and initiation of an audit

  • Fundamental audit concepts and principles
  • The impact of trends and technology in auditing
  • Evidence-based auditing
  • Risk-based auditing
  • Initiation of the audit process
  • Stage 1 audit

Day 3: On-site audit activities

  • Preparing for stage 2 audit
  • Stage 2 audit
  • Communication during the audit
  • Audit procedures
  • Creating audit test plans

Day 4: Closing of the audit

  • Drafting audit findings and nonconformity reports
  • Audit documentation and quality review
  • Closing of the audit
  • Evaluation of action plans by the auditor
  • Beyond the initial audit
  • Managing an internal audit program
  • Closing of the training course

Day 5: Certification Exam (3-hours)

The exam complies with the PECB Examination and Certification Program (ECP) requirements. The exam 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

Course Details

Duration: Up to 6 months

Starts: Upon Registration

Ends: After Examination

You'll be signed up to our PECB platform KATE where you will have access to all training procedures.

  • Certification fees are included on the exam price
  • Training material containing over 450 pages of information and practical examples will be distributed
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
  • In case of exam failure, you can retake the exam within 12 months for free

Learning Objectives

  • 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

Frequently Asked Questions

What are the 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.

Can I retake an exam?

In case of exam failure, the candidate can retake the exam once for free within 12 months following the initial exam date.

Which Audit Activities are Considered Valid Experience?

  1. Planning an audit
  2. Managing an audit program
  3. Drafting audit reports
  4. Drafting nonconformity reports
  5. Drafting audit work documents
  6. Reviewing documented information
  7. Conducting on-site audit
  8. Following up on nonconformities
  9. Leading an audit team

ISO/IEC 20000 Lead Auditor – Self-Study


Master the Audit of IT Service Management Systems (ITSMS) based on ISO/IEC 20000

Self-Study Course: €1,000 + VAT