ISO 20000 Lead Auditor — IT Service Management

During this 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

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.

At Firebrand, we are proud to be a PECB Titanium Partner. By studying with us, you'll gain access to the latest curriculum, learn from certified instructors, and take the official exam at the Firebrand Training Centre after your course, covered by our Certification Guarantee.

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

Audience

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 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

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

You'll sit the following exam during the course:

• PECB Certified ISO / IEC 20000 Lead Auditor