Course Overview
In today’s competitive business environment, organizations rely on service providers to meet critical business needs. Non-performance or service failures can significantly impact an organization’s operations and reputation. To address this, ISO/IEC 20000-1:2018 provides a framework for effective Service Management Systems (SMS).
The Certified Lead Auditor program trains professionals to assess, audit, and ensure compliance with ISO/IEC 20000-1:2018 standards. It provides a thorough understanding of IT service management principles, risk-based auditing practices, audit execution, and reporting techniques. The course is widely applicable across IT services, facilities management, and business services, ensuring organizations deliver consistent, resilient, and quality-driven services.
Exam Information
Exam Pattern: 40 Multiple Choice Questions (MCQs) – 70% required to pass (28/40 correct).
Exam Duration: 60 Minutes (1 Hour).
Exam Format: Online, proctored via webcam and internet connection.
Includes 2 exam attempts per voucher.
If unsuccessful after 2 attempts, candidates may purchase a new voucher for 2 additional attempts.
Certification Validity: Lifetime
Note on Certification Usage: When referencing your certification, state it accurately as “ISO/IEC 20000-1:2018 Certified Lead Auditor.” Avoid generic terms like “ISO certified.”
Course Outline
Module 01 – Foundations of Service Management Auditing
IT service management definitions, concepts, and guidelines
Purpose of ISO/IEC 20000 series
Roles and responsibilities of auditors
ISO 19011:2018 concepts, terminology, and guidelines
Risk and opportunity considerations in auditing
Principles, practices, and types of audits
Module 02 – Audit Execution and Reporting
Conducting all audit phases using a risk-based approach
Preparing and presenting effective audit reports
Exemplar Global certification scheme overview
Objectives, scope, and criteria in audits
Audit team selection, initiation, and meetings
Understanding auditing standards
Module 03 – Lead Auditor Responsibilities and SMS Audits
Audit team leadership and responsibilities
Effective communication during audits
Advanced auditor techniques and applications
On-site audit activities
Preparing audit conclusions and closing meetings
Service Management System (SMS) audit process
SMS audit planning, preparation, and execution
Target Audience
Auditors seeking to lead Service Management System (SMS) certification audits
Managers and consultants mastering service management audit processes
Individuals maintaining SMS compliance
Technical experts preparing for service management audits
Advisors, security consultants, and information security officers
Management representatives and professionals conducting internal, external, or third-party audits
