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
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Exam Pattern: 40 Multiple Choice Questions (MCQs) – 70% required to pass (28/40 correct).
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Exam Duration: 60 Minutes (1 Hour).
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Exam Format: Online, proctored via webcam and internet connection.
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Includes 2 exam attempts per voucher.
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If unsuccessful after 2 attempts, candidates may purchase a new voucher for 2 additional attempts.
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Certification Validity: Lifetime
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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
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IT service management definitions, concepts, and guidelines
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Purpose of ISO/IEC 20000 series
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Roles and responsibilities of auditors
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ISO 19011:2018 concepts, terminology, and guidelines
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Risk and opportunity considerations in auditing
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Principles, practices, and types of audits
Module 02 – Audit Execution and Reporting
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Conducting all audit phases using a risk-based approach
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Preparing and presenting effective audit reports
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Exemplar Global certification scheme overview
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Objectives, scope, and criteria in audits
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Audit team selection, initiation, and meetings
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Understanding auditing standards
Module 03 – Lead Auditor Responsibilities and SMS Audits
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Audit team leadership and responsibilities
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Effective communication during audits
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Advanced auditor techniques and applications
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On-site audit activities
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Preparing audit conclusions and closing meetings
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Service Management System (SMS) audit process
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SMS audit planning, preparation, and execution
Target Audience
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Auditors seeking to lead Service Management System (SMS) certification audits
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Managers and consultants mastering service management audit processes
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Individuals maintaining SMS compliance
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Technical experts preparing for service management audits
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Advisors, security consultants, and information security officers
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Management representatives and professionals conducting internal, external, or third-party audits
