ISO 20000 Lead Auditor — IT Service Management

During this intensive ISO 20000 Lead Auditor course, you’ll gain a comprehensive understanding of the principles, techniques, and best practices required to plan, conduct, and manage audits of an IT Service Management System (ITSMS) according to the ISO/IEC 20000-1:2018.

Led by expert PECB-certified instructors, the course provides a structured framework for assessing IT service management practices, evaluating compliance, and identifying areas for improvement. You’ll explore key auditing concepts such as audit planning, risk-based thinking, evidence collection, reporting, and follow-up activities.

Through interactive exercises, audit simulations, and real-world case studies, you’ll build the practical skills needed to lead internal and external audits with confidence.

Earning the PECB ISO 20000 Lead Auditor certification validates your ability to verify ITSMS conformance to international standards - supporting organizational compliance, continual service improvement, and customer satisfaction.

Throughout this course, you will:

• Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1
• Interpret the ISO/IEC 20000-1 requirements for an SMS from the perspective of an auditor
• Evaluate the SMS conformity to ISO/IEC 20000-1 requirements, in accordance with the fundamental audit concepts and principles
• Plan, conduct, and close an ISO/IEC 20000-1 audit, in accordance with ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other best practices of auditing
• Manage an ISO/IEC 20000-1 audit program

With Firebrand’s Lecture | Lab | Review methodology, you’ll certify while gaining access to official courseware, expert instruction, and an immersive, distraction-free learning environment.

As part of the course, you’ll take the ISO 20000 Lead Auditor exam, backed by our Certification Guarantee for added confidence. Additionally, upon certification, you’ll earn a digital badge, enhancing your professional credibility in IT Service Management.

Why choose Firebrand?

• Flexible Delivery Options: Choose between classroom-based training or virtual instructor-led sessions, with delivery options to suit your needs and schedule
• Comprehensive Certification Preparation: Covers the PECB exam topics with integrated study materials and practice exercises
• Interactive Learning: Includes workshops, case studies, and group discussions to apply concepts practically
• Experienced Instructors: Led by certified trainers with extensive industry experience

This training course is intended for:

• Auditors seeking to conduct and lead SMS audits
• Managers or consultants seeking to master the SMS audit process 
• Individuals responsible for maintaining conformity to ISO/IEC 20000-1 requirements in an organization
• Technical experts seeking to prepare organizations for an SMS certification audit
• Expert advisors in service management 

• Introduction to the course
• Standards and regulatory frameworks
• The certification process
• Fundamental concepts and principles of Service Management
• Service Management System (SMS)
• Fundamental audit concepts and principles
• Audit approach based on evidence and risk
• Initiating the audit
• Stage 1 audit
• Preparing for stage 2 audit (on-site audit)
• Stage 2 audit
• Communication during the audit
• Audit procedures
• Creating audit test plans
• Drafting audit findings and nonconformity reports
• Audit documentation and quality review
• Closing the audit
• Evaluation of action plans by the auditor
• Beyond the initial audit
• Managing an internal audit program

At the end of this course, you'll sit the PECB Certified ISO/IEC 20000 Lead Auditor examination covered by the Firebrand Certification Guarantee.

• Duration: 180 minutes (3 hours)
• Format: Essay Type, Open Book
• Number of Questions: 12
• Pass Score:70%
• CPD points available: 31 CPD points available upon completion
• Digital Badge: PECB have partnered with Credly to offer you the chance to earn a digital badge upon completing your certification.

Competency domains covered during the examination include:

• Domain 1: Fundamental principles and concepts of a service management system
• Domain 2: Service management system requirements
• Domain 3: Fundamental audit concepts and principles
• Domain 4: Preparing an ISO/IEC 20000 audit
• Domain 5: Conducting an ISO/IEC 20000 audit
• Domain 6: Closing an ISO/IEC 20000 audit
• Domain 7: Managing an ISO/IEC 20000 audit program

After successfully completing the exam, you can apply for your credential. You will receive a certificate once you meet the requirements related to the specified credential. 

The main requirements for participating in this training course are a fundamental understanding of ISO/IEC 20000-1 requirements and a comprehensive knowledge of audit principles.

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply to online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass the first time or train again for free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two training options. Choose between residential classroom-based and online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs 9am–5pm, with a nice long break for lunch. With Firebrand, you’ll get at least 12 hours/day of quality learning time with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply to online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts