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ISO/IEC 20000 Lead Auditor Training & Certification Course


What is ISO 20000?

ISO 20000 is a framework of globally accepted standards and practices required for setting up a service management system and ensuring its continual improvement. Service management is an integral part of any organization. It helps the entity to improve the customer experience substantially and maintain a competitive edge in the industry.

What is ISO 20000 Lead Auditor Training?

The ISO 20000 Lead Auditor Training equips you with the skills and expertise you need to perform a service management system audit. In our ISO 20000 Online Training class, get a walkthrough of the audit program principle, practices, and technique. Learn audit planning, audit interview, managing an audit program, drafting audit reports, non-conformity reports, and audit working documents, review documents, and perform an on-site audit.

ISO 20000 training maximizes your success in PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent and helps you earn ISO 20000 Auditor Certification.

ISO 20000 Certification: Skills Measured

  1. Fundamental principles and concepts of a Service Management System (SMS)
  2. Service Management System (SMS)
  3. Fundamental audit concepts and principles
  4. Preparation of an ISO/IEC 20000-1 audit
  5. Conducting an ISO/IEC 20000-1 audit
  6. Closing an ISO/IEC 20000-1 audit
  7. Managing an ISO/IEC 20000-1 audit program

Who Should Take ISO 20000 Certification?

Customer Experience Auditors

Customer experience is a significant differentiation factor across all sectors. From retaining existing customers and earning customer loyalty to improving the business reputation – organizations across the world focus on these aspects. They intend to hire and retain skilled customer experience auditors, and ISO 20000 Auditor Certification makes you the most deserving candidate for talent acquisition and management people.


Managers and consultants managing the customer experience department can learn the best audit principles and practices to thoroughly analyze the usability and performance of the service management system. The audit outcomes provide valuable feedback and recommendations that can be adopted to enhance the service as per the customer’s expectations and demands. Our ISO 20000 online training helps you address the challenges of service management.


Individuals – aspirants and existing professionals – can benefit from ISO 20000 Certification. It helps you demonstrate your skills and capabilities in performing an audit of a service management system. In a competitive economy, organizations often prefer skilled and certified professionals. They want to save time and cut the employee training expenses.

Prerequisites for ISO 20000 Training

A fundamental understanding of ISO/IEC 20000 and comprehensive knowledge of audit principles.

Recommended Course

ISO/IEC 20000 Lead Implementer

Full Description

Module 1: Introduction to IT Service Management Systems (ITSMS) and ISO/IEC 20000

  •  Course objectives and structure
  •  Standard and regulatory framework
  •  Certification process
  •  Fundamental principles of service management
  •  Service Management System (SMS)


Module 2:Audit principles, preparation and launching of an audit

  •  Fundamental audit concepts and principles
  •  Audit approach based on evidence and risk
  •  Initiating the audit
  •  Stage 1 audit
  •  Preparing the stage 2 audit (on-site audit)
  •  Stage 2 audit (Part 1)


Module 3:On-site audit activities

  •  Stage 2 audit (Part 2)
  •  Communication during the audit
  •  Audit procedures
  •  Creating audit test plans
  •  Drafting audit findings and non-conformity reports


Module 4:Closing the audit

  •  Documentation of the audit and its review
  •  Closing the audit
  •  Evaluating action plans by the auditor
  •  Beyond the initial audit
  •  Managing an internal audit programme
  •  Competence and evaluation of auditors
  •  Closing the training

Fees & Schedule

Delivery Mode Course Duration Fees
Live Virtual Training 5 Days Ask for Quote
Onsite Classroom Training 5 Days Ask for Quote
Customized Training 5 Days Ask for Quote


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