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Course Information

ISO 20000 Lead Auditor Course Outline

Module 1: Information Technology Service Management (ITSM)

  • Business Case
  • Define the Scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS Policy
  • Documentation of Process and Procedures
  • Process Approach
  • Principles of Information Technology
  • Develop a Project Plan
  • Accounting the IT Services
  • Accounting and Budgeting

Module 2: Introduction and Background to ISO/IEC 20000

  • What is ISO/IEC 20000?
  • Benefits of ISO/IEC 20000
  • ISO/IEC 20000 – Parts

Module 3: Scope

  • General
  • Application

Module 4: Terms and Definitions

  • Introduction
  • Terms Specific to Management System Standards
  • Terms Specific to Service Management

Module 5: Context of the Organisation

  • Understanding the Organisation and its Context
  • Understanding the Needs and Expectations of Interested Parties
  • Determining the Scope of the Service Management System
  • Service Management System

Module 6: Introduction to Auditing

  • Define Auditing
  • Types of Audit
  • Audit Terminology
  • Benefits of Auditing

Module 7: Auditing Roles and Principles

  • Auditing Roles
  • Audit Team
  • Maintaining Confidentiality
  • Independence
  • Evidence-Based Approach
  • Integrity
  • Fair Presentation of Audit Reports

Module 8: Responsibilities of the Auditor

  • Management of Personnel
  • Preparing Checklist
  • Scope of Work
  • Managing an Audit Programme
  • Communication at All Levels of Organisation

Module 9: Skills and Competencies of an Internal Auditor

  • Personal Attributes
  • Skills
  • Knowledge

Module 10: Purpose of Internal Auditing

  • Detection
    • Sampling for Auditors
    • Nonconformities
    • Agreeing Nonconformities
    • Categorise Nonconformities
  • Protection and Prevention
    • Corrective Action
    • Checking Corrective Action
    • Listing of Corrective Actions Requests

Module 11: Leadership

  • Leadership and Commitment
  • Policy
  • Organisational Roles, Responsibilities, and Authorities

Module 12: Planning

  • Actions to Address Risks and Opportunities
  • Service Management Objectives and Planning to Achieve Them
  • Plan the Service Management System

Module 13: Support of the Service Management System

  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented Information
  • Knowledge

Module 14: Implementation Guidance and Types

  • Service Delivery Process
  • Resolution Process
  • Relationship Process
  • Control Process

Module 15: Control, Monitor, and Measure

  • Monitoring the Processes
  • Internal Auditor
  • Development of Metrics
  • Performance Indicators and Dashboards
  • Managing the Reviews
  • Implementation of the Continual Improvement Program
  • Preparing Audits
  • Managing Contractual Disputes

Module 16: Operation of the Service Management System

  • Operational Planning and Control
  • Service Portfolio
  • Relationship and Agreement
  • Supply and Demand
  • Service Design, Build, and Transition
  • Resolution and Fulfilment
  • Service Assurance

Module 17: Introduction to Lead Auditor

  • Definition of Lead Auditor
  • Benefits of Auditing

Module 18: On-Site Auditing

  • On-Site Auditing Objectives
  • Conduct Interview
  • Create and Evaluate Checklist
  • Questionnaires for Data Collection
  • Conduct Document Review
  • Evaluate the Work Done
  • Provide Sample

Module 19: Remote Auditing

  • Introduction
  • Benefits of Remote Auditing
  • Barriers of Remote Auditing
  • Observe Work Through Surveillance at Workplace
  • Types of Surveillance
  • Enhancing Interaction Through Communication
  • Conduct Document Reviews with Auditees
  • Data Analysis

Module 20: Methods

  • Interviews
  • Observations
  • Review of Documents and Records

Module 21: Audit Report

  • Scope of Report
  • Identify the Criteria of the Report
  • Identification of Team
  • Dates and Locations Where Audit Activity is Conducted
  • Conclusion
  • Distribution of Lists
  • Follow Up the Action Plan
  • Identifying Good Practices
  • Confirmation that the Objective has been Achieved
  • Audit Plan Including Schedule

Module 22: Conducting ISO 20000 Audits

  • Communication During Auditing
  • Procedures and Test Plans
  • Audit Findings and Documentation

Module 23: Conclusion and Follow-Up

  • Conclusion
  • Follow-Up
  • Documentation
  • Quality Reviews
  • Closing Meetings
  • Evaluation of the Action Plan
  • Surveillance Audit
  • Internal Auditor Management Program

Module 24: Performance Evaluation

  • Monitoring, Measurement, Analysis, and Evaluation
  • Internal Audit
  • Management Review
  • Service Reporting

Module 25: Improvement

  • Nonconformity and Corrective Action
  • Continual Improvement

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Who should attend this ISO 20000 Lead Auditor Training Course?

The ISO 20000 Lead Auditor Course is tailored for professionals aspiring to become proficient in leading and executing audits of IT service management systems in alignment with the ISO 20000 standard.

Here are the professionals who will benefit from attending this course:

  • Lead Auditors and Audit Managers
  • Quality Assurance Professionals
  • IT Service Managers
  • Compliance Managers
  • Process Improvement Specialists
  • Risk Managers
  • IT Governance Professionals

Prerequisites of the ISO 20000 Lead Auditor Training Course

There are no formal prerequisites for this ISO 20000 Lead Auditor Course. However, a strong understanding of the ISO 20000 standard IT Service Management (ITSM) principles can be beneficial for the delegates.

ISO 20000 Lead Auditor Course Overview

This 5-day ISO 20000 Lead Auditor certification aims to build on the knowledge ascertained in the ISO 20000 Internal Auditor training course. Therefore, by the completion of this training delegates will have the ability to complete both internal and external audits. In addition, this course will provide candidates with information about successful reporting, procedures, principles, and techniques.

This training course aims to produce an individual who can lead a team of auditors in planning and reporting audits, as well as taking action with issues that are impeding the organisation. This is pivotal for a company to achieve its set goals and improve or sustain success.

This ISO 20000 Lead Auditor is the third of four courses that will enable delegates to obtain the full ISO 20000 certification. Prior to this course, candidates can complete the ISO 20000 Foundation course and the ISO Internal Auditor training course. The final course within this series is the ISO 20000 Lead Implementer training.

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What’s included in this ISO 20000 Lead Auditor Training Course?

  • ISO 20000 Lead Auditor Examination
  • World-Class Training Sessions from Experienced Instructors
  • ISO 20000 Lead Auditor Certificate
  • Digital Delegate Pack

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ISO 20000 Lead Auditor Exam Information 

To achieve the ISO 20000 Lead Auditor, candidates will need to sit for an examination. The exam format is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 30 
  • Total Marks: 30 Marks 
  • Pass Mark: 50%, or 15/30 Marks 
  • Duration: 40 Minutes  
  • Open Book/ Closed Book: Closed Book

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

ISO 20000 Lead Auditor FAQs


ISO 20000 is an IT Service Management Standard that enables IT services to be cost effective, consistent, and efficient.
Yes an examination will need to be passed in order to complete this ISO 20000 Lead Auditor certification.
Yes, this ISO 20000 Lead Auditor training is the third of four courses within ISO 20000. The first course is ISO 20000 Foundation, the second is ISO 20000 Internal Auditor, and the final course is the ISO 20000 Lead Implementer.
The Knowledge Academy offers ISO 20000 Lead Auditor courses in a range of locations across the UK and around the world. This makes it easy to find a training venue near you.
This ISO 20000 Lead Auditor training consists of a 5 day course.
The Knowledge Academy offer: ISO 9001, ISO 27001, ISO 14001, ISO OHSAS 18001, ISO 22301, ISO 27005, and ISO 13485.
In order to enrol on this training course, delegates must have completed the ISO 20000 Internal Auditor training course and have basic auditing skills.
Please arrive at the venue at 8:45 am.
The price for ISO 20000 Lead Auditor certification in Belgium starts from €2295
The Knowledge Academy is the Leading global training provider for ISO 20000 Lead Auditor.

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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