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ISO 20000 Lead Auditor


ISO 20000 Lead Auditor

ISO 20000:2018 lead auditor certification & training course aims towards making you familiar with the guidelines by which you can assess and improve the quality of service management processes of an ICT organization. ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. It was originally based on the earlier BS 15000 that was developed by BSI Group. ISO 20000-1 has now been revised by ISO/IEC JTC 1/SC 40 IT Service Management and IT Governance. The revision has been released in July 2018. From that point, certified entities enter a three year transition period to update to the new version of ISO 20000-1. Through our IT Service Management training, you’ll learn to design, analyze, and implement the requirements of an effective ITSM in compliance with the standard requirements in a step by step format. In a nutshell, explain all the processes of the ISO/IEC 20000 Information Technologies Management System Standard and provide all relevant implementations and sample works according to the institutions/organization requirements.

Who Should Attend

  • 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 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.


  •  Overview of ISO/IEC 20000-1:2018 ITSMS

  •  ISO/IEC 20000-1:2018 Requirements

  •  ISO/IEC 20000-1:2018 Terms and Definitions

  •  ISO/IEC 20000-1:2018 Documented Information

  •  ISO/IEC 20000-1:2018 Internal Audit Process

  • Audit Terms and Definitions and Roles and Responsibilities

  •  Performing an Audit

  •  Nonconformity and Corrective Action


Learning objectives

  • Understand the operations of a Service Management System (SMS) based on ISO/IEC 20000.
  • Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks.
  • Understand an auditor’s role to: plan, lead and follow-up on a management system audit in accordance with ISO 19011.
  • Learn how to lead an audit and audit team.
  • Learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an SMS audit.
  • Acquire the competencies of an auditor to: plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO 19011.


A fundamental understanding of ISO/IEC 20000-1 and comprehensive knowledge of audit principles.