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ISO - 20000 Lead Auditor - IT Service Management



Only 3 Days



Classroom / Online / Hybrid

Next date

Next date:

26.9.2022 (Monday)


PECB Titanium Partner

Get ISO 20000 Lead Auditor certified 40% faster than traditional training, on this official PECB (Professional Evaluation and Certification Board) course.

In just three days, you’ll learn how to manage a team of auditors by applying widely-recognised audit principles, procedures and techniques. Prove you have the knowledge needed to audit an IT Service Management System (ITSMS) based on the ISO 20000 standard.

You'll learn:

  • How to perform an ISO 20000 internal audit, following the ISO 19011 guidelines
  • How to perform an ISO 20000 certification audit, following the ISO 19011 guidelines and ISO 17021 specifications
  • The necessary expertise to manage an SMS audit team
  • Operation of a service management system that conforms to ISO 20000
  • The relationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL

Become a certified Lead Auditor faster than anywhere else

Master audit techniques and get ISO 20000 trained in only 3-days. Prove you can conduct an audit efficiently by learning how to manage audit teams, communicate with customers and provide effective conflict resolutions.

This course has been developed in-line with:

  • ISO 20000-2: Guidelines for the implementation of an ITSMS
  • ISO 10006: Quality management systems - Guidelines for quality management in projects
  • ITIL

You'll get one year’s free membership of PECB (Professional Evaluation and Certification Board) - which usually costs around £300. You can also apply for the following certifications, depending on your level of experience:

  • Certified ISO/IEC 20000 Provisional Auditor
  • Certified ISO/IEC 20000 Auditor
  • Certified ISO/IEC 20000 Lead Auditor

Four reasons why you should sit your ISO 20000 course with Firebrand Training

  1. You'll be ISO 20000 trained and certified faster. Learn more on this 3-day accelerated course. You'll get at least 12 hours a day of quality learning time in a distraction-free environment
  2. Your ISO 20000 course is all-inclusive. One simple price covers all course materials, exams, accommodation and meals – so you can focus on learning
  3. Pass ISO 20000 first time or train again for free. Your expert instructor will deliver our unique accelerated learning methods, allowing you to learn faster and be in the best possible position to pass first time. In the unlikely event that you don't, it's covered by your Certification Guarantee
  4. Study ISO 20000 with an award-winning training provider. We've won the Learning and Performance Institute's "Training Company of the Year" three times. Firebrand is your fastest way to learn, with 124229 students saving more than one million hours since 2001


Seven reasons why you should sit your course with Firebrand Training

  1. Two options of training. Choose between residential classroom-based, or online courses
  2. You'll be certified fast. With us, you’ll be trained in record time
  3. Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
  4. Pass first time or train again for free. This is our guarantee. We’re confident you’ll pass your course first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
  5. You’ll learn more. A day with a traditional training provider generally runs from 9am – 5pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day quality learning time, with your instructor
  6. 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
  7. You’ll be studying with the best. We’ve been named in 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 100,000 professionals
  • * For residential training only. Doesn't apply for online courses
  • ** Some exceptions apply. Please refer to the Exam Track or speak with our experts


Introduction to Service Management System (SMS) concepts as required by ISO 20000

  • Normative, regulatory and legal framework related to Service Management
  • Fundamental principles of Information Technology Service
  • The ISO 20000 certification process
  • Understanding an Information Technology Service Management System (SMS)
  • Detailed presentation of the clauses 4 to 10 of ISO 20000-1

Planning and Initiating an ISO 20000 audit

  • Understanding fundamental audit concepts and principles
  • Audit approach based on evidence and on risk
  • How to prepare for an an ISO 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting

Conducting an ISO 20000 audit

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

Concluding and ensuring the follow-up of an ISO 20000 audit

  • Audit documentation
  • Quality review
  • How to conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • What is the ISO 20000 Surveillance audit?
  • ISO 20000 internal audit management program

Exam Track

You'll sit the following exam during the course:

  • PECB Certified ISO / IEC 20000 Lead Auditor

What's included

  • Student manual - containing over 450 pages of information and practical examples.
  • Certificate - worth 31 CPE (Continuing Professional Education) credits.

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. Doesn't apply for online courses
  • ** Some exceptions apply. Please refer to the Exam Track or speak with our experts
  • *** Pass first time or train again free (just pay for accommodation, exams and incidental costs)


We recommend that you have basic knowledge of ISO 20000, or some knowledge of IT Service Management concepts.

Unsure whether you meet the prerequisites? Don’t worry. Your training consultant will discuss your background with you to understand if this course is right for you.


Here's the Firebrand Training review section. Since 2001 we've trained exactly 124229 students and asked them all to review our Accelerated Learning. Currently, 96.62% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.

"Global approved ISO Standards are a great way to provide a baseline of understanding Incident management workings and the need to provide next level of security Incident Management"
Anonymous, Sandvik (28.10.2019 (Monday) to 30.10.2019 (Wednesday))

"Firebrand gave me the chance to deep dive into topic."
Anonymous (28.10.2019 (Monday) to 30.10.2019 (Wednesday))

"The training was interesting."
Anonymous (21.10.2019 (Monday) to 23.10.2019 (Wednesday))

"I really enjoyed participating and having selected Firebrand for my ISO22301La training. Firebrand provides a full service all inklusive training withhotel, food, drinks and training which helped me to focus on the course material. Thank you Firebrand!"
Anonymous, SAP (22.10.2018 (Monday) to 24.10.2018 (Wednesday))

"Intense course and a lot of information covered. Pace was good and examples made the course interesting to listen to."
Anonymous (20.3.2017 (Monday) to 22.3.2017 (Wednesday))

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