ISO/IEC 20000 IT Service Management System – Lead Auditor Training Courses
Imagine that your organization has a tool that supports every step of service lifecycle, from ideation to planning, from delivery to improvement. Such a tool exists in the form of a service management system, based on an internationally recognized standard: ISO/IEC 20000-1.
What is ISO/IEC 20000-1?
Published initially in 2005 and subsequently updated in 2011 and 2018, ISO/IEC 20000-1 is a Type A management system standard that sets out the minimum requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS).
An SMS consists of policies, processes, resources, objectives, and documented information that are put together and are coordinated to achieve the objectives of the organization. An effective SMS enables organizations to direct and control their service management activities, identify and mitigate risks related to their activities, and identify and realize opportunities that improve service provision.
The requirements of ISO/IEC 20000-1 are generic and applicable to organizations of all sizes, sectors, and complexities. According to ISO Survey 2020, there are more than 7,500 certificates issued to organizations worldwide. Contrary to the common misperception that this standard is only applicable to IT infrastructure, ISO/IEC 20000-1 can be used for various other services, including, finance, cloud, business process outsourcing, etc.
Figure 1: Compatibility between ISO/IEC 20000-1 and various types of services
As most of the ISO management system standards, ISO/IEC 20000-1 is created based on the High-Level Structure (HLS) and shares the common terms and core definitions. This alignment in structure enables an easier integration with other management systems based on standards such as ISO 9001, ISO/IEC 27001, and ISO 22301. Apart from ensuring consistency and reducing costs, integrating several management systems can increase the organization’s capabilities to deliver consistent and quality services and can assist in the maintenance and improvement of a sustainable business model.
ISO/IEC 20000 Lead Auditor
Why should you attend?
The PECB ISO/IEC 20000 Lead Auditor training course provides you with the necessary knowledge and skills to conduct service management system (SMS) audits in accordance with widely recognized audit principles, procedures, and techniques. This training course has been developed to reflect the importance of an effective SMS audit. It aims to strengthen your skill set regarding the planning and conducting SMS audits in compliance with the requirements of ISO/IEC 17021-1, the recommendations of ISO 19011, and other best practices of auditing.
This training course also provides exercises, quizzes, and practical examples to help you understand the most important aspects of SMS audits. It elaborates, among others, on the practical aspects, such as the interpretation of ISO/IEC 20000-1 requirements in the context of an audit, the application of principles of auditing, the audit methods, the evidence collection and verification, the leading of an audit team, the drafting of nonconformity reports, and the preparation of the final audit report.
The successful completion of the training course is followed by an exam. If you pass the exam, you can apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” credential. The internationally recognized “PECB ISO/IEC 20000 Lead Auditor” certificate demonstrates your professional capabilities and your ability to audit an SMS based on ISO/IEC 20000-1.
Who should attend?
The ISO/IEC 20000 Lead Auditor training course is intended for:
- Auditors seeking to conduct and lead SMS audits
- Managers or consultants seeking to master the SMS audit process
- Individuals responsible for maintaining conformity to ISO/IEC 20000-1 requirements in an organization
- Technical experts seeking to prepare organizations for an SMS certification audit
- Expert advisors in service management
Learning objectives
By the end of this training course, the participants will be able to:
- 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
Educational approach
This training course is participant centered and contains:
- Theories, approaches, and best practices used in service management system audits
- Lecture sessions illustrated with practical examples
- Practical exercises based on a case study and discussions
- Interaction between participants by means of questions and suggestions
- Exercises tailored to prepare the participants for the certification exam
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.
Course agenda.
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Day 1: Introduction to the SMS and the ISO/IEC 20000 family of standards
Day 2: Audit principles and the preparation for and initiation of an audit
Day 3: On-site audit activities
Day 4: Closing of the audit
Day 5: Certification exam
Examination
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The “PECB Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). It 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
For specific information about exam type, languages available, and other details, please visit the List of PECB Exams and the Examination Rules and Policies.
Certification
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After successfully completing the exam, you can apply for one of the credentials shown on the table below. You will receive a certificate once you comply with all the requirements related to the selected credential.
For more information about the ISO/IEC 20000 certifications and the PECB certification process, please refer to the Certification Rules and Policies.
The requirements for PECB ISO/IEC 20000 Auditor certifications are as shown in the table below:
Credential Exam Professional experience MS audit/assessment experience Other requirements PECB Certified ISO/IEC 20000 Provisional Auditor PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent None None Signing the PECB Code of Ethics PECB Certified ISO/IEC 20000 Auditor PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent Two years: One year of work experience in IT Service Management Audit activities: a total of 200 hours Signing the PECB Code of Ethics PECB Certified ISO/IEC 20000 Lead Auditor PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent Five years: Two years of work experience in IT Service Management Audit activities: a total of 300 hours Signing the PECB Code of Ethics PECB Certified ISO/IEC 20000 Senior Lead Auditor PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent Ten years: Seven years of work experience in IT Service Management Audit activities: a total of 1,000 hours Signing the PECB Code of Ethics Note: PECB Certified Individuals who possess the Lead Implementer and Lead Auditor Credentials are qualified for the respective PECB Master Credential, given they have taken 4 additional Foundation Exams which are related to this scheme. For more detailed information about the Foundation Exams and the overall Master Requirements, please visit the following link: https://pecb.com/en/master-credentials.
To be considered valid, the audit activities should follow best audit practices and include the following:
- Planning an audit
- Managing an audit program
- Drafting audit reports
- Drafting nonconformity reports
- Drafting audit work documents
- Reviewing documented information
- Conducting on-site audit
- Following up on nonconformities
- Leading an audit team
General Information
- Certification and examination fees are included in the price of the training course.
- PECB will provide training materials of over 450 pages of information and practical examples.
- An attestation of course completion worth 31 CPD (Continuing Professional Development) credits will be issued to participants who have attended the training course.
- In case of exam failure, the candidate can retake the exam once for free within 12 months following the initial exam date.
For additional information, please contact us at info@globalskillsfactory.fi
