ISO/IEC 20000 Lead Auditor Training

ISO/IEC 20000 lead auditor training from Sync Resource will help you to develop all the necessary skills and expertise to audit an ISO 20000 based Service Management System, by applying best and widely recognized audit principles, procedures and techniques, to ensure that the organization or staff is competent in managing and maintaining its Service Management System.

This lead auditor training will also help you gain the knowledge and develop the skills to professionally and proficiently plan and perform not only internal but also the external audits in compliance with ISO 19011 standard, and the certification process according to ISO/IEC 17021-1 standard.

In short, this training will help you master all tools and techniques necessary for the ISO 20000 internal and external audit to competently, manage an audit program or an auditing team, communicate with customers, and conflict resolution.

Learning Objectives

  • Learn to perform Service Management System internal/external audit
  • Learn to lead SMS audit or audit team
  • Understand the operations of a Service Management System (SMS) based on ISO 20000
  • Understand the correlation between ISO/IEC 20000, ISO 20000-1, ISO 20000-2 and other ISO standards and regulatory frameworks
  • Understand your role as a SMS auditor to plan, lead and follow up on a management system audit according to ISO 19011
  • Acquire all the necessary skills and knowledge to plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO 19011
  • Learn how to interpret the requirements of ISO 20000 in the context of a SMS audit
  • Learn how to lead an audit and audit team
  • Improve your skills to analyze the internal and external environment of an organization, and your audit decision-making in the context of a SMS

Who Should Attend?

  • Internal Service Management System auditors
  • Anyone involved in performing and leading the ISO certification audit
  • Members of a SMS audit team
  • Project managers or consultants wanting to master the ISO audit process
  • Any individual responsible for the SMS conformity in an organization
  • SMS Consultants or Expert advisers
  • Technical experts planning to prepare for a SMS audit function

ISO/IEC 20000 Lead Auditor Training

Course Agenda

Duration: 5 Days

Day 1: Introduction to Service Management Systems (SMS) and ISO/IEC 20000 Standard

  • Fundamental principles of service management
  • ISO 20000 certification process
  • Service Management System (SMS)
  • Detailed presentation of the clauses of ISO 20000-1

Day 2: Audit principles, preparation and launching of an audit

  • Fundamental audit concepts and principles
  • Audit the approach based on evidence and risk
  • Preparation of an ISO 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting

Day 3: On-site audit activities

  • Communication during the audit
  • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
  • Audit test plans
  • Formulation of audit findings and documenting non-conformities

Day 4: Closing the audit

  • Audit documentation
  • Conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • ISO 20000 surveillance and internal audit management program

Day 5: Certification Exam

ISO 20000 Lead Auditor Training

Examination

The Sync Resource ISO 20000 lead auditor training fully meets the requirements of the PECB Examination and Certification Programme (ECP).

The “PECB Certified ISO 20000 Lead Auditor” exam is available in different languages (the complete list of languages can be found in the examination application form)
Duration: 3 hours

The exam covers the following competency domains:

Domain 1: Fundamental Principles and Concepts in Quality Management

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and illustrate the main Quality Management concepts related to a Service Management System (SMS)

Domain 2: Service Management Systems (SMS)

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and illustrate the main concepts and components of a ISO 20000 based Service Management System

Domain 3: Fundamental Audit Concepts and Principles

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can understand, interpret and apply the main concepts and principles related to a SMS audit in the context of ISO 20000

Domain 4: Preparation of an ISO 20000 Audit

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can prepare appropriately a SMS audit in the context of ISO 20000

Domain 5: Conduct of an ISO 20000 Audit

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can conduct efficiently a SMS audit in the context of ISO 20000

Domain 6: Conclusion and follow-up of an ISO 20000 Audit

Main Objective: To ensure that the ISO 20000 Lead Auditor candidate can conclude a SMS audit, and conduct the follow-up activities in the context of ISO 20000

Domain 7: Management of an ISO 20000 Audit Program

Main Objective: To ensure that the ISO 20000 Lead Auditor understands how to establish and manage a SMS audit program

ISO 20000 Lead Auditor Training

Certification

After successfully passing the exam, you can apply for the credentials shown on the table below. Certification will be provided once you comply with all the requirements related to the selected credential.

The requirements for PECB Implementer Certifications are: 

Credential Exam Professional Experience SMS Audit Experience Other Requirements
PECB Certified ISO 20000 Provisional Auditor PECB Certified ISO 20000 Lead Auditor Exam None None Signing the PECB
code of ethics
PECB Certified ISO 20000 Auditor PECB Certified ISO 20000 Lead Auditor Exam Two years; One year of SMS related work experience Service Management System activities totaling 200 hours Signing the PECB code of ethics
PECB Certified ISO 20000 Lead Auditor PECB Certified ISO 20000 Lead Auditor Exam Five years; Two years of SMS related work experience Service Management System activities totaling 300 hours Signing the PECB code of ethics
PECB Certified ISO 20000 Senior Lead Auditor PECB Certified ISO 20000 Lead Auditor Exam Ten years; Seven years of SMS related work experience Service Management System activities totaling 1000 hours Signing the PECB code of ethics

ISO/IEC 20000 Lead Auditor Training

General Information

  • Certification fees are included 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