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The 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 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
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 “Certified ISO/IEC 20000 Lead Auditor” credential. The internationally recognized “ISO/IEC 20000 Lead Auditor” certificate demonstrates your professional capabilities and your ability to audit
an SMS based on ISO/IEC 20000-1.
The ISO/IEC 20000 Lead Auditor training course is intended for:
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 the audit
Day 5: Final Exam
By the end of this training course, the participants will be able to:
The “Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the Examination and Certification Program (ECP). It covers the following competency domains:
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