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ISO/IEC 20000 Lead Auditor

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31 CPD credits

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Overview

ISO/IEC 20000 is an internationally recognized standard for IT service management. With it, organizations can demonstrate reliability as well as commitment to ensuring the high quality of service. Moreover, it is in line with popular frameworks such as ITIL, ensuring companies are more customer-oriented and efficient while supplying IT services.

The ISO/IEC 20000 Lead Auditor credential is ideal for practitioners in charge of auditing a Service Management System (SMS). It vouches for their knowledge and skill in performing audits as specified in ISO/IEC 20000-1:2011. Moreover, it proves their ability to lead a team of auditors to apply recognized audit principles, procedures, and techniques.

Learning Objectives

In addition to preparing you for the certification examination, this course will help you achieve the following learning outcomes set by PECB:

  • Understand the operations of a Service Management System (SMS) based on ISO/IEC 20000 
  • Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks 
  • Understand an auditor’s role to plan, lead and follow-up on a management system audit in accordance with ISO 19011 
  • Learn how to lead an audit and audit team 
  • Learn how to interpret the requirements of ISO/IEC 20000-1 in the context of an SMS audit 
  • Acquire the competencies of an auditor to plan an audit, lead an audit, draft reports, and follow-up on an audit in compliance with ISO 19011

Who Should Attend this Training

  • Internal auditors 
  • Auditors who wish to perform and lead SMS certification audits
  • Project managers or consultants involved in the SMS audit process
  • Professionals responsible for IT service conformity
  • IT service team members
  • ITSM advisors
  • Technical experts

Prerequisites

To be eligible for the ISO/IEC 20000 Lead Auditor certification examination, candidates should have an understanding of ISO/IEC 20000-1 and knowledge of audit principles. Certification requirements are further detailed in the FAQs section.

Examination Format

  • Essay type questions
  • Passing criteria is 70%, i.e. 53 points or higher out of 75
  • 3 hours duration (+30 minutes for non-English speakers)
  • Open book exam

What’s Next?

Candidates who achieve the ISO/IEC 20000 Lead Auditor credential can further expand their knowledge and skill on IT service management through ITIL®4 certifications.

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Syllabus

Exam & Certification FAQs

When will I get my certification examination results?

You can expect your results via email in six to eight weeks after taking the exam. However, keep in mind that you will only be provided with two possible exam results – pass or fail – rather than an exact grade.

In case of exam failure, candidates will receive the results with the list of domains they did not attempt fully. That way, they can prepare better the next time.

 

What does the certification examination cover?

The ISO/IEC 20000 Lead Auditor certification examination will test you on the following domains, which are shown along with the number of questions you need to attempt:

    • Domain 1: Fundamental Principles and Concepts of IT Service Management (1 question, 5 points)
    • Domain 2: Service Management System (1 question, 5 points)
    • Domain 3: Fundamental Audit Concepts and Principles 1 (2 questions, 15 points)
    • Domain 4: Preparation of an ISO/IEC 20000-1 Audit 1 (3 questions, 15 points)
    • Domain 5: Conducting of an ISO/IEC 20000-1 Audit 1 (2 questions, 15 points)
    • Domain 6: Closing an ISO/IEC 20000-1 Audit (2 questions, 15 points)
    • Domain 7: Managing an ISO/IEC 20000-1 Audit Program (1 question, 5 points)

 

What is the exam retake policy?

Candidates can retake a PECB certification exam as many times as they wish. However, the following limitations apply:

    • Candidates need to wait 15 days for their second attempt if they do not pass on the first attempt. They can retake the exam for free within 12 months. 
    • Candidates who do not pass the second attempt need to wait for three months from the initial date of the exam. Examination retake fees will be charged. 
    • Candidates who do not pass the third attempt need to wait for six months from the initial date of the exam. Examination retake fees will be charged.
    • Candidates who do not pass the fourth attempt need to wait for a year (12 months) from the last session date.

 

Which reference materials can I use for the open book exam?

According to PECB’s guidelines, you are authorized to use the following materials only:

    • A copy of the ISO/IEC 20000-1:2011 standard
    • Course notes from the Participant Handout 
    • Any personal notes made while taking a preparation course
    • A hard copy dictionary

 

Are there any certification requirements I should know of?

Yes, there are. To receive your certificate, you need to comply with the following requirements:

  • Professional Experience: Five years – two years of which should be related to IT service management  
  • MS Audit/Assessment Experience: 300 hours of audit activities 
  • Other Requirements: Signing PECB Code of Ethics

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