Why Should You Attend? 

The PECB ISO/IEC 20000 Lead Auditor training course is designed to equip you with the essential knowledge and skills needed to conduct audits of service management systems (SMS) in accordance with established audit principles, procedures, and techniques. This comprehensive training program emphasizes the significance of effective SMS audits and aims to enhance your proficiency in planning and conducting SMS audits while adhering to ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other audit best practices.

Throughout the training course, you will engage in exercises, quizzes, and practical examples to gain a thorough understanding of key aspects of SMS audits. Topics covered include interpreting ISO/IEC 20000-1 requirements within an audit context, applying auditing principles, audit methodologies, evidence collection and verification, team leadership during audits, drafting nonconformity reports, and preparing final audit reports.

Upon successful completion of the training, you will be required to pass an exam. Achieving a passing score on the exam allows you to apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” certification. This internationally recognized certification serves as validation of your professional capabilities and your competency to conduct SMS audits in compliance with ISO/IEC 20000-1 requirements.

Who Should Attend?

 The ISO/IEC 20000 Lead Auditor training course is suitable for:

• Auditors seeking to conduct and lead SMS audits.
• Managers or consultants aiming to master the SMS audit process.
• Individuals responsible for ensuring compliance with ISO/IEC 20000-1 requirements within an organization.
• Technical experts looking to prepare organizations for SMS certification audits.
• Expert advisors specializing in service management.

Learning Objectives :

 By the conclusion of this training course, participants will be able to:

• Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1.
• Interpret ISO/IEC 20000-1 requirements for an SMS from an auditor’s perspective.
• Evaluate SMS conformity with ISO/IEC 20000-1 requirements, in alignment with fundamental audit concepts and principles.
• Plan, conduct, and conclude an ISO/IEC 20000-1 audit, following ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other audit best practices.
• Manage an ISO/IEC 20000-1 audit program.

Educational Approach :

This training course follows a participant-centered approach and includes the following elements:

• Theories, methodologies, and best practices relevant to SMS audits.
• Lecture sessions enriched with practical examples.
• Practical exercises based on case studies, along with group discussions.
• Interaction among participants through questions and suggestions.
• Exercises specifically designed to prepare participants for the certification exam.

Prerequisites To participate in this training course, it is recommended that individuals have a fundamental understanding of ISO/IEC 20000-1 requirements and possess comprehensive knowledge of audit principles.