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Certified PECB training
IT services management

PECB Certified ISO 20000 Lead Auditor

Master the Audit of IT Service Management Systems (ITSMS) based on ISO/IEC 20000

ISO/IEC 20000 Lead Auditor training enables you to develop the necessary expertise to perform an IT Service Management System (ITSMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.

After acquiring the necessary expertise to perform this audit, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Auditor” credential. By holding a PECB Lead Auditor Certificate, you will demonstrate that you have the capabilities and competencies to audit organizations based on best practices.

Download the leaflet
Visit the PECB website
Select the training mode

Training description

Training program
Day 1
Introduction to IT Service Management Systems (ITSMS) and ISO/IEC 20000
  • Course objectives and structure
  • Standard and regulatory framework
  • Certification process
  • Fundamental principles of service management
  • Service Management System (SMS)
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Day 2
Audit principles, preparation and launching of an audit
  • Fundamental audit concepts and principles
  • Audit approach based on evidence and risk
  • Initialing the audit
  • Stage 1 audit
  • Preparing the stahe 2 audit (on-site audit)
  • Stage 2 audit (Part 1)
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Day 3
On-site audit activities
  • Stage 2 audit (Part 2)
  • Commnication during the audit
  • Audit procedures
  • Creating audit test plans
  • Drafting audit findings and non-conformity reports
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Day 4
Closing the audit
  • Documentation of the audit its review
  • Closing the audit
  • Evaluation acting plans by the auditor
  • Beyond the initial audit
  • Managing an internal audit programme
  • Competene and evaluation of auditors
  • Closing the training
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Day 5
Final Exam
Who should attend?
  • Auditors seeking to perform and lead IT Service Management System (ITSMS) certification audits
  • Manager or consultants seeking to master an ITSMS audit process
  • Individuals responsible for maintaining conformance with ITSMS requirements
  • Technical experts seeking to prepare for an IT Service Management System audit
  • Expert advisors in IT Service Management
Training objectives
  • Understand the operatons of an ITSMS based on ISO/IEC 20000
  • Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and onther standards and regulatory frameworks
  • Understand an auditor's role to: plan, lead and fallow-up on a management system audit in accordance with ISO 19011
  • Learn gow to lead an audit and audit team
  • Learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an ITSMS audit
  • Acquire the competencies of an auditor to: plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with 19011
Exam
  • The "PECB Certified ISO/IEC 20000 Lead Auditor" exam full meets the reqirements of the PECB Examination and Certification Programme. The exam covers the fallowing competency domiains:
    • Domain 1: Fundamental principles and concepts of an IT Service Management System (ITSMS)
    • Domain 2: IT Service Managament System (ITSMS)
    • Domain 3: Fundamental audit concepts and principles
    • Domain 4: Preparation of an ISO/IEC 20000-1 audit
    • Domain 5: Conducting an ISO/IEC 20000-1 audit
    • Domain 6: Closing an ISO/IEC 20000-1 audit
    • Domain 7: Managing an ISO/IEC 20000-1 audit program
  • Duration: 3 hours
Certification
After successfully completing the exam, you can apply for the credentials shown on the table below. You will receive a certificate once you comply with all the requirements related to the selected credent
Certificate name
PECB Certified ISO/IEC 20000 Provisional Audito
Exam name
ISO/IEC 20000 Lead Auditor exam or equivalen
Experience
None
ITSMS audit experience
None
Other requirements
Signing the PECB Code of Ethic
Certificate name
PECB Certified ISO/IEC 20000 Auditor
Exam name
ISO/IEC 20000 Lead Auditor exam or equivalent
Experience
Two years: One year of work experience in IT Service Managemen
ITSMS audit experience
Audit activities: a total of 200 hours
Other requirements
Signing the PECB Code of Ethic
Certificate name
PECB CertifiedISO/IEC 20000 Lead Audito
Exam name
ISO/IEC 20000 Lead Auditor exam or equivalen
Experience
Five years: Two years of work experience in IT Service Managemen
ITSMS audit experience
Audit activities: a total of 300 hours
Other requirements
Signing the PECB Code of Ethic
Certificate name
PECB CertifiedISO/IEC 20000 Master
Exam name
ISO/IEC 20000 Lead Auditor exam or equivalent and ISO/IEC 20000 Lead Implementer exam or equivalen
Experience
Ten years: Six years of work experience in IT Service Manageme
ITSMS audit experience
Audit and Project activities: a total of 500 hours each
Other requirements
Signing the PECB Code of Ethic

To be considered valid, audits should follow best audit practices and include the following activities:

  1. Audit planning
  2. Audit interview
  3. Managing an audit program
  4. Drafting audit reports
  5. Drafting non-conformity reports
  6. Drafting audit working documents
  7. Documentation review
  8. On-site audit
  9. Follow-up on non-conformities
  10. Leading an audit team
What do you get?
certificate of participation
meetings with experts
best practices / experiences
innovative forms of classes
competitive prices
General information
  • Certification fees are inducted on the exam price
  • Training material containing over 450 pages of information and practical examples will be distributed
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
  • In case of exam failure, you can retake the exam within 12 months for free
  • Minimum number of people: stationary training and online training with a trainer - 5
  • Check the date of training in the training catalogue
Net Price
  • Online training - 1 249,00 EUR
  • Self-study with the support of a trainer - 1 085,00 EUR
  • Self-study - 739,00 EUR

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