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Certified ISO 20000 Lead Auditor (5 days)

Mastering the Audit of an Information Technology Service Management System (ITSMS) based on ISO 20000


This five-day intensive course enables participants to develop the expertise needed to audit an Information Technology Service Management System (ITSMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the knowledge and skills needed to proficiently plan and perform internal and external audits in compliance with the certification process of the ISO/IEC 20000-1:2005 standard. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to conduct an audit efficiently.

Who should participate?

  • Internal auditors
  • Auditors wanting to perform and lead Information Technology Service Management System (ITSMS)  certification audits
  • Project managers or consultants wanting to master the Information Technology Service Management System audit process
  • Persons responsible for the Information Technology Service or conformity in an organization
  • Members of an Information Technology Service team
  • Expert advisors in information technology
  • Technical experts wanting to prepare for an Information Technology Service audit function

Learning objectives

  • Acquiring the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
  • Acquiring the expertise to perform an ISO20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
  • Acquiring the expertise necessary to manage an ITSMS audit team
  • Understanding the application of the Information Technology Service management system in the context of ISO20000
  • Knowing the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
  • Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • Improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ITSMS

Course details

Day 1: Introduction to the management of an Information Technology Service Management System (ITSMS) based on ISO 20000 

  • Normative, regulatory and legal framework related to Information Technology Service
  • Fundamental principles of Information Technology Service
  • The ISO 20000 certification process
  • The Information Technology Service Management System (ITSMS)
  • Detailed presentation of the clauses 4 to 10 of the ISO 20000 standard

Day 2: Planning and Launching an ISO 20000 audit

  • Fundamental audit concepts and principles
  • Audit approach based on evidence and on risk
  • Preparation of an ISO 20000 certification audit
  • Documenting of an ITSMS audit
  • Conducting an opening meeting

Day 3: Conducting an ISO 20000 audit

  • Communication during the audit
  • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
  • Drafting test plans
  • Formulation of audit findings
  • Drafting of nonconformity reports

Day 4: Concluding and ensuring the follow-up of an ISO 20000 audit

  • Audit documentation
  • Quality review
  • Conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • ISO 20000 Surveillance audit
  • Audit management program
  • ISO 20000 internal audit and second party audit

Day 5: Exam


ISO 20000 Foundation certification or basic knowledge of ISO 20000 and ITIL is recommended

Educational approach

  • This training is based on the alternation of theory and practice:
    • Sessions of lectures illustrated with examples based on real cases
    • Practical exercises based on a full case study including role plays and narrative presentation
    • Review exercises to assist the exam preparation
    • Practice test similar to the certification exam
  • Given the practical exercises, the number of training participants is limited

Examination and certification

  • The “Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination Certification Programme (ECP). The exam covers the following competency domains:
    • Domain 1: Fundamental principles and concepts of Information Technology Service
    • Domain 2: Information Technology Service Management System (ITSMS)
    • Domain 3: Fundamental Audit Concepts and Principles
    • Domain 4: Preparation of an ISO 20000-1 audit
    • Domain 5: Conduct of an ISO 20000-1 audit
    • Domain 6: Closing an ISO 20000-1 audit
    • Domain 7: Managing an ISO 20000-1 audit program
  • Duration of the exam: 3 hours
  • After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 20000 Provisional Auditor, Certified ISO/IEC 20000 Auditor or Certified ISO/IEC 20000 Lead Auditor

General Information

  • Certification fees are included in the exam price
  • A student manual containing over 450 pages of information and practical examples will be distributed to participants
  • A 31 CPE (Continuing Professional Education) participation certificate will be issued to participants