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Course Outline

Introduction and Overview of ISO/IEC 20000

  • Introduction to IT service management and ISO/IEC 20000
  • Key concepts and principles of ITSM
  • Overview of the ISO/IEC 20000 standard structure and key clauses
  • Comparison with other frameworks (e.g., ITIL)
  • The role of ISO/IEC 20000 in continuous improvement

ISO/IEC 20000 Audit Principles and Planning

  • Understanding the audit process: Types of audits, scope, and criteria
  • Roles and responsibilities of a lead auditor
  • The audit lifecycle: planning, preparation, and execution
  • Risk-based auditing approach
  • Developing an audit plan and checklist preparation

Conducting the Audit

  • Conducting opening meetings and setting audit expectations
  • Interviewing techniques and gathering objective evidence
  • Managing audit team dynamics and ensuring audit trail integrity
  • Identifying and documenting non-conformities

Reporting and Follow-up

  • Preparing the audit report: essential components and best practices
  • Communicating findings to management
  • Corrective actions and follow-up process for non-conformities
  • Conducting closing meetings and concluding the audit

Certification Process and Exam Preparation

  • Certification process overview for ISO/IEC 20000
  • Managing an audit program and audit schedule
  • Professional conduct and ethics for auditors
  • Review of key topics and sample exam questions
  • Mock examination and feedback session

Summary and Next Steps

PECB ISO/IEC 20000 Lead Auditor Certification Path and Requirements

After successfully passing the exam, you can apply for one of four professional credentials depending on your experience level. All credentials require passing the PECB Certified ISO/IEC 20000 Lead Auditor Exam (or an approved equivalent) and signing the PECB Code of Ethics.

1. Certified ISO/IEC 20000 Provisional Auditor

Ideal for newcomers to the field who have mastered the theoretical knowledge of service management system (SMS) auditing but do not yet have practical field experience.

  • Exam Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Auditor Exam (or equivalent)

  • Professional Experience: None required

  • Management System Audit Experience: None required

  • Additional Requirement: Sign the PECB Code of Ethics

2. Certified ISO/IEC 20000 Auditor

Designed for professionals with foundational, hands-on experience in IT service management and auditing environments.

  • Exam Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Auditor Exam (or equivalent)

  • Professional Experience: Two years total, with at least one year of specific work experience in IT Service Management

  • Management System Audit Experience: A minimum total of 200 hours of qualifying audit activities

  • Additional Requirement: Sign the PECB Code of Ethics

3. Certified ISO/IEC 20000 Lead Auditor

The standard credential for experienced professionals fully qualified to plan, execute, and lead IT service management system audit teams.

  • Exam Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Auditor Exam (or equivalent)

  • Professional Experience: Five years total, with at least two years of specific work experience in IT Service Management

  • Management System Audit Experience: A minimum total of 300 hours of qualifying audit activities

  • Additional Requirement: Sign the PECB Code of Ethics

4. Certified ISO/IEC 20000 Senior Lead Auditor

The highest tier tier for expert practitioners with comprehensive, long-term leadership experience orchestrating large-scale IT service management system audits.

  • Exam Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Auditor Exam (or equivalent)

  • Professional Experience: Ten years total, with at least seven years of specific work experience in IT Service Management

  • Management System Audit Experience: A minimum total of 1,000 hours of qualifying audit activities

  • Additional Requirement: Sign the PECB Code of Ethics

Qualifying Audit Activities Note: To be considered valid by PECB, your logged hours must follow best audit practices and should include activities like planning an audit, managing an audit program, drafting audit or nonconformity reports, reviewing documented information, conducting on-site audits, following up on nonconformities, and leading an audit team.

https://pecb.com/en/education-and-certification-for-individuals/iso-iec-20000/iso-iec-20000-lead-auditor

Requirements

  • Basic knowledge of IT service management (ITIL or similar framework)
  • Understanding of management systems

Audience

  • IT professionals
  • IT consultants and managers
  • Quality professionals
 35 Hours

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