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Course Information

ISO 20000 Lead Auditor Course Outline

This ISO 20000 Lead Auditor certification consists of 26 modules, which will cover the following content:

Module 1: Information Technology Service Management (ITSM)

  • Business case and initial design of the ITSMS
  • Define the scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS policy
  • Documentation of process and procedures
  • Define management systems and process approach
  • Presentation of standards and their comparisons
  • Fundamental principles of Information Technology
  • Preliminary analysis and determining the level of existing 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: Introduction ISO/IEC 20000-1:2011

  • ISO/IEC 20000-1: 2011
  • Key differences - ISO 20000 & ITIL®
  • ITIL® life cycles
  • Clauses ISO/IEC 20000-1: 2011

Module 4: Service Management System (SMS)

  • Management responsibility
  • Governance of processes operated by other parties
  • Document management
  • Establish and improve the SMS
  • Resource management

Module 5: Design & Transition of New or Changed Services

Module 6: Introduction to Auditing

  • Define auditing
  • Types of audit
    • Internal
    • External
  • Audit terminology
  • Benefits of auditing

 Module 7: Auditing Roles and Principles

  • Auditor
  • Auditee
  • Audit team
  • Guides and observers
  • Lead auditor
  • Audit management
  • Maintaining confidentiality
  • Independence
  • Evidence-based approach
  • Integrity
  • Fair presentation of audit reports

 Module 8: Responsibilities of the Auditor

  • Management of personnel
  • Preparation checklists
  • Scope of work
  • Managing audit programmes
  • Communication at all levels of organisation

 Module 9: Skills and Competencies of an Internal Auditor

  • Personal attributes
  • Knowledge
  • Skills
  • Education and experience

Module 10: Purpose of Internal Auditing

  • Detection
  • Protection
  • Prevention

 Module 11: Audit Procedures

  • Initialise the report
  • Prepare activities
  • Prepare plans
  • Assigning the work to the team
  • Preparing documents
  • Conduct open meeting
  • Prepare and distribute reports
  • Complete the audit
  • Conduct a follow-up

Module 12: Audit triangle

  • Question
  • Check
  • Observe

Module 13: Audit template/work documents

  • Audit requirements
  • Audit documents

Module 14: Complete Management

  • Service level management
  • General requirements
  • Service catalogue
  • Service level agreement
  • Supportive agreements
  • Service process

Module 15: Scope

  • Scope definition
  • Scope consideration
  • Scope statement
  • Scope agreement
  • Guidelines

Module 16: Launching and Implementing

  • Configuration and release management
  • Change management
  • Management of capacity and availability
  • Service continuity

Module 17: The Administration of Information Security

  • IT security policies
  • Security risks assessment
  • Controls
  • Documents and records
  • Managing the operations

Module 18: Implementation Guidance and Types

  • Service delivery process
    • Service reporting
    • Service continuity and availability management
    • Budgeting and accounting for services
    • Capacity management
    • Information security management
  • Resolution process
    • Incident and service request management
    • Problem management
  • Relationship process
    • Business relations
    • Regular reviews
    • Customer satisfaction measurement
    • Service complaints
    • Supplier
    • Contract
    • Service definition
    • Terminating contract
  • Control process
    • Configuration management
    • Change management
    • Release and deployment management

Module 19: 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 20: Introduction to Lead Auditor

  • Definition of Lead Auditor

Module 21: On-Site Auditing

  • Conduct interview
  • Create and evaluate checklist
  • Questionnaires for data collection
  • Conduct document review
  • Evaluate the work done
  • Provide sample

Module 22: Remote Auditing

  • Observe work through surveillance at the workplace
  • Enhancing interaction through communication
  • Conduct document reviews with auditees
  • Data analysis

Module 23: Methods

  • Methods of collecting information
  • Interviews
  • Observations
  • Review of documents and records

Module 24: Audit Report

  • Objectives of the report
  • Scope of report
  • Identify the criteria of the report
  • Identification of team
  • The 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 25: Conducting ISO 20000 Audits

  • Communication during auditing
  • Procedures and test plans
  • Audit findings and documentation

Module 26: Conclusion and Follow-Up

  • Documentation
  • Quality reviews
  • Closing meetings
  • Evaluation of the action plan
  • Surveillance audit
  • The internal auditor management program

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Who should attend this ISO 20000 Training Course?

This course is designed for any individual who needs the skills to complete both internal and external audits. This training would be especially useful for:

  • Internal auditors
  • Quality managers
  • Engineers
  • Executives
  • Project Managers and Consultants


There are no formal prerequisites for this ISO 20000 training course

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 Training Course?

This ISO training course includes the following:

  • The ISO 20000 Lead Auditor Examination
  • The Knowledge Academy ISO 20000 Lead Auditor Manual 
  • Certificate
  • Experienced Instructor 
  • Refreshments 

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ISO 20000 Lead Auditor Exam

In order to complete this ISO 20000 Lead Auditor training course, delegates must pass the associated examination. The exam will take place at the end of the final day of the course, when all content has been covered. The exam is:

  • Multiple choice questions
  • Duration of 40 minutes
  • 50% pass mark
  • 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.

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 the United States starts from $2295
The Knowledge Academy is the Leading global training provider for ISO 20000 Lead Auditor.
Please see our ISO 20000 Training courses available in the United States

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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