ISO 20000 Lead Auditor Course prepares professionals to plan and conduct audits of IT Service Management Systems, assessing SMS conformity and effectiveness against ISO/IEC 20000-1 requirements. The training covers the full audit process, with a focus on evidence, consistency and professional judgement.
Quick Access: Introduction· Why this course exists· What this course enables· Frameworks and standards· Value· Objectives· Target audience· Prerequisites· Programme· Exam & Certification· Other information· Benefits· Logistics· Registration
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Synchronous, live training. Interaction with the trainer and the group.
Live Online • next edition
Live Online • base price
Language: available in Portuguese or English
Training: practical and case-study based
Exam: 4h
SPECIALIST LEVEL — advanced competences to address critical challenges in the area
Why this course exists
To transform ISO/IEC 20000-1 requirements into real, evidence-based audits aligned with international best practices.
Many organisations implement or maintain a Service Management System (SMS), but fail when they need to demonstrate conformity, auditable evidence and response capability in internal and external audits. This course prepares professionals to structure an ISO/IEC 20000-1 Audit Programme, lead teams and conduct audits with method, consistency and a results-oriented approach.
What this course enables you to do
Structure
Design and maintain an audit programme, internal and/or external, aligned with ISO/IEC 20000-1 and audit best practices.
Plan
Prepare and plan audits, including objectives, criteria, scope, team, plan and approach, including document and on-site audits, equivalent to Stage 1 and Stage 2 approaches.
Conduct
Conduct audits using appropriate methods for collecting and verifying evidence, effective communication and team management in real contexts.
Conclude
Record findings and nonconformities, build conclusions, produce reports and manage follow-up, supporting continual conformity and maintenance of ISO/IEC 20000-1 certification.
Frameworks, standards and best practices addressed throughout the course
ISO/IEC 20000 family
ISO 19011
ISO/IEC 17021-1
ISO/IEC 20000-6
ISO/IEC 17024
Audit Programme
Document and on-site audits
BEHAVIOUR methodology — step-by-step
Audit templates and tools
Service management best practices
Value for the organisation
- Greater governance and control capability over the SMS, with structured internal audits and consistent evidence.
- Reduced risk of critical nonconformities in external audits through preparation, method and consistency.
- Continual improvement based on findings, corrective actions and auditable follow-up.
- More competent teams to interact with Certification Bodies and support the maintenance of ISO/IEC 20000-1 certification.
Introduction
The ISO 20000 Lead Auditor course is supported by a case study and challenges participants to audit a Service Management System (SMS) based on the requirements of ISO/IEC 20000-1 and internationally recognised audit best practices.
In addition to understanding concepts, principles and requirements, the course focuses on the ability to put into practice an ISO/IEC 20000-1 Audit Programme, based on a custom audit methodology proposed by BEHAVIOUR, including the development of resources, templates and tools required to support internal and external audits.
Throughout the ISO 20000 Lead Auditor course, participants develop the resources required to support the implementation and maintenance of an audit programme, including models and tools that support internal or external audit assignments using ISO and other recommended practices.
The fundamental knowledge of ISO 20000 Foundation is included in this course and, for that reason, Foundation attendance or certification is not a prerequisite.
This Training Plan and all associated documents are protected by Copyright and registered as a literary work with IGAC.
General Objectives
At the end of this course, participants will be able to:
- Understand fundamental service management concepts and the main requirements of ISO/IEC 20000-1.
- Know the correlation of the ISO/IEC 20000 family, including ISO/IEC 20000-1, -2, -3 and related standards, and other relevant best practices, legislation and regulation.
- Understand the ISO/IEC 20000-1 certification process.
- Understand fundamental audit concepts and principles based on ISO 19011.
- Establish, implement, maintain and improve an internal audit programme aligned with ISO/IEC 20000-1 and supported by audit best practices.
- Prepare and plan SMS audits by defining objectives, criteria, scope, team, plan and approach.
- Understand roles, including the auditor’s role, competence requirements and communication requirements for successful audits.
- Conduct internal and external ISO/IEC 20000-1 audits — first, second and third party.
- Design and/or implement the templates, tools and techniques required to support the audit programme and audit activities.
- Identify and record findings, including nonconformities, establish conclusions and prepare the audit report.
- Understand and implement the activities required to complete the audit, including follow-up and closure.
- Use the audit process to support continual conformity and maintenance of ISO/IEC 20000-1 certification.
Target Audience
- IT Service Management consultants and/or IT/IS professionals and other professionals who need to conduct internal or external audits.
- Internal auditors who participate in or lead ISO/IEC 20000-1 audits.
- External auditors, contractors and professionals who wish to work with Certification Bodies in ISO/IEC 20000-1 certification audits.
- Managers or heads of audit functions or departments who wish to consolidate a compliant audit programme.
- Project managers who lead, or are preparing to lead, an ISO/IEC 20000-1 implementation programme and need to understand audit requirements.
- Professionals involved in implementing or operating an SMS who wish to understand the audit process in depth.
- Any professional wishing to acquire the knowledge required to audit an ISO/IEC 20000-1 SMS.
Prerequisites
There are no mandatory formal prerequisites. However, previous experience or exposure to service management, IT operations and/or audits is recommended, as well as familiarity with standards and best practices from the ISO/IEC 20000 family.
In addition, other specific requirements may apply, where relevant, depending on the quotation or proposal presented.
Programme
Service Management, ISO/IEC 20000-1 and related best practices
- Introduction to the course
- Service management standards, relevant legislation and regulation
- Preparation for ISO/IEC 20000-1 certification
- Service management fundamentals
- Presentation and overview of SMS requirements — Part 1: Clauses 4 to 8.1
SMS and fundamental audit principles
- Presentation and overview of SMS requirements — Part 2: Clauses 8.2 to 10
- Introduction to audit concepts and principles based on ISO 19011
Prepare, plan and initiate the audit; conduct document and on-site audits
- Internal audit programme
- Preparation and planning of SMS audits
- Communication during the audit
- Audit planning and initiation
- Conducting the document audit — equivalent to Stage 1
- Information synthesis and planning for the on-site audit — equivalent to Stage 2
- Conducting the on-site audit — equivalent to Stage 2
Conclude on-site activities and close the audit
- Obtaining and verifying information: audit methods and tests
- Identifying and recording audit findings
- Preparing audit conclusions
- Audit closure; preparing and distributing the report
- Follow-up activities
- Maintenance of ISO/IEC 20000-1 certification
- Personal certification and course closure
Exam(s) and Certification
Exam “Certified Service Management 20000 Lead Auditor”
The exam covers the following competence domains:
- Domain 1: Service management fundamentals and ISO/IEC 20000-1 requirements
- Domain 2: Fundamental audit concepts and principles based on ISO 19011
- Domain 3: Establish and maintain an ISO/IEC 20000-1 internal audit programme
- Domain 4: Prepare and plan ISO/IEC 20000-1 audit activities
- Domain 5: Conduct ISO/IEC 20000-1 audit activities
- Domain 6: Complete and close ISO/IEC 20000-1 audit activities
Language(s): Portuguese and English. Please consult BEHAVIOUR for availability in other languages.
Details: Exam in 2 parts.
Duration: 4 hours (240 minutes).
Format: Multiple-choice questions and open questions, based on a main case study and related to the competence domains.
Number of questions: 48 questions.
Pass mark: 700/1000 points.
Results: Pass or Fail.
Issuing entity: Behaviour (legal entity), through its certification service Behaviour Certification Services.
Retake: 1 free retake within a maximum period of 1 year after the initial exam date.
Certification — levels and requirements
After successfully completing the exam and accepting or signing the applicable agreement and Code of Ethics, the candidate may apply for one of three levels, according to experience:
- Certified Service Management 20000 Associate Auditor: no previous experience required
- Certified Service Management 20000 Auditor: 2 years of experience in service management and audits
- Certified Service Management 20000 Lead Auditor: 5 years of experience in service management and audits
A Certificate and a Digital Certification Badge will be issued to participants who successfully complete the certification exam and satisfy all requirements of the certification for which they are applying. Certification is issued by Behaviour (legal entity), through its certification service Behaviour Certification Services.
The personal certification programme Certified Service Management 20000 Lead Auditor is designed and maintained in accordance with ISO/IEC 17024.
Certification programmes are valid only for individuals, and the award and maintenance of certification depend on the exam result, professional experience and compliance with the applicable agreement and Code of Ethics.
If the professional does not comply with the agreement or Code of Ethics, certification is not granted or is revoked.
Other Information
General Information
- Training available in Portuguese or English.
- Training materials available online in Portuguese or English, with online access, in accordance with the awarded conditions.
- Practical step-by-step audit methodology.
- Behaviour digital Training Attendance Certificate with 40 CPD/CPE credits.
- Online Certification Exam, in Portuguese or English. The exam may be taken up to 2 months from the course start date.
- If the candidate does not pass the exam, they are entitled to one free retake within the period defined in the certification scheme.
- Digital Certification Diploma and Digital Certification Badge after passing the exam and completing the application process. This registration has no associated cost.
Trainer(s)
Benefits
View benefits
- ISO/IEC 20000-1 defines requirements for an internationally recognised, auditable and certifiable Service Management System (SMS).
- ISO/IEC 20000-1 supports certification and international recognition, market access, operational optimisation and strengthened trust among clients, partners and regulatory entities.
- The course is based on the BEHAVIOUR pedagogical model, with a personal certification programme in accordance with ISO/IEC 17024.
- Audit-oriented course, with a step-by-step process covering audit programme, planning, evidence collection, findings, report and follow-up.
- Preparation for internal and external audits, based on ISO 19011 and requirements applicable to certification audits, including ISO/IEC 17021-1 and ISO/IEC 20000-6.
- Custom methodology that turns knowledge into practice, with templates, techniques and tools applicable to real contexts.
- Certification exam supervised by an official BEHAVIOUR administrator.
- Two-part exam — multiple-choice plus open questions based on scenarios/case study — to measure competences more effectively.
- In case of failure, there is a free retake within the period defined in the scheme.
Logistics
Useful information
- Live Online (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- Classroom (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- 28 hours of synchronous training, distributed across 4 consecutive days
- Estimated 12 hours of guided autonomous work, intended for content consolidation and exam preparation, completed flexibly outside synchronous sessions
- Requirements: computer with stable internet, browser, PDF reader and audio/video
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Frequently Asked Questions
Objective answers to the most common questions about the ISO 20000 Lead Auditor Course (coming soon)
For general questions about registration, delivery modes, exams, certification and recertification, please consult the BEHAVIOUR® FAQs.
Registration
Complete the form to request your registration for the preferred edition. Check the upcoming dates.
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For team registrations, we provide volume conditions and a proposal tailored to the organisational need.
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This ISO 20000 Lead Auditor course may be attended by individual professionals. It may also be integrated into capability-building pathways for audit, quality, operations and service management teams that need to assess Service Management Systems with rigour and consistency.