The PECB ISO/IEC 20000 Lead Auditor training course enables you to develop the necessary expertise to perform a Service Management System (SMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.
Who should attend
- Auditors seeking to perform and lead a Service Management System (SMS) certification audits
- Managers or consultants seeking to master a service management system audit process
- Individuals responsible for maintaining conformance with SMS requirements
- Technical experts seeking to prepare for a service management system audit
- Expert advisors in service management
Prerequisites
A fundamental understanding of ISO/IEC 20000-1 and comprehensive knowledge of audit principles.
Course agenda
DAY 1 | Introduction to Service Management Systems (SMS) and ISO/IEC 20000
DAY 2 | Audit principles, preparation and launching of an audit
DAY 3 | On-site audit activities
DAY 4 | Closing the audit
DAY 5 | Certification Exam
Training material
The participant will receive training materials containing more than 400 pages of information and practical examples in electronic form via the KATE application. As part of the full-time course, the participant will also receive training materials in printed form.
Examination
The “PECB Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competency domains:
- DOMAIN 1 | Fundamental principles and concepts of a Service Management System (SMS)
- DOMAIN 2 | Service Management System (SMS)
- DOMAIN 3 | Fundamental audit concepts and principles
- DOMAIN 4 | Preparation of an ISO/IEC 20000-1 audit
- DOMAIN 5 | Conducting an ISO/IEC 20000-1 audit
- DOMAIN 6 | Closing an ISO/IEC 20000-1 audit
- DOMAIN 7 | Managing an ISO/IEC 20000-1 audit program
The exam takes the form of a test consisting of 12 essay questions. It is an open-book exam, where candidates are allowed to use the following reference materials: training course materials, any personal notes taken during the training course, a hard copy dictionary, a hard copy of a standard. The exam lasts 3 hours and can be taken online or in paper form. If you do not pass the exam, you can repeat the exam for free within 12 months.
Price
The price includes participation in the course, electronic training materials, exam and PECB certification fees. The price of the full-time course also includes a printed copy of the training material, lunch on teaching days and small refreshments.
