ISO/IEC 20000-1 Lead Auditor Training
Lead certification audits of a service management system against ISO/IEC 20000-1:2018 — clause 8 in depth, sampling across services, shifts and suppliers, grading findings and defending a certification recommendation.
29
Lessons
~16h
Study time
30
Exam questions
Earns a QR-verifiable Certificate of Training
Overview
About this course
ISO/IEC 20000-1:2018 is the auditable requirement for a service management system. It is short, dense and unforgiving: clause 8 alone carries more than thirty discrete sets of requirements covering the service portfolio, relationship and agreement, supply and demand, service design build and transition, resolution and fulfilment, and service assurance. This course teaches you to audit all of it — not to describe it, but to plan the sampling, gather the evidence, grade the finding and sign the report.
The programme follows the order an audit team leader meets the subject. It opens with the certification landscape: what a certificate actually asserts, how ISO/IEC 17021-1 shapes audit time and the three-year cycle, and how a defensible scope statement handles processes operated by other parties. It then works clause by clause from context, leadership, planning and support through the whole of clause 8, taking incident, problem, change, configuration, release, capacity, continuity and availability management in the detail an auditor needs, together with the service level agreements and reporting behind them. Clauses 9 and 10 are audited as a system — measurement, service reporting, internal audit, management review, corrective action and improvement. The relationship to ITIL is dealt with explicitly and without conflation: ITIL is guidance, ISO/IEC 20000-1 is what you audit against and what you cite in a finding.
The final module is lead auditor practice — forming and briefing a team, Stage 1 readiness assessment, sampling across services, sites and shifts, obtaining evidence from automated pipelines and tool-enforced controls, writing nonconformities that survive challenge, and making the certification recommendation. It is written for IT service managers, internal and third-party auditors, SMS managers and consultants.
Assessment is a 30-question online exam with a 70% pass mark. Successful learners receive a verifiable SKEDMIA certificate. Approximately 16 hours of self-paced study.
Practise the audit before you do it for real
Reading a clause and auditing against it are different skills. Enrol on this course and you also get 6 months of AuditVerse, our interactive practice platform — you work through ISO audit scenarios, decide what to sample, and see how a finding holds up when it is challenged.
Sign in with the same email address and password you use here. Access runs for 6 months from the day you enrol, and there is nothing to buy or activate.
Open AuditVerseWhat you earn
A certificate anyone can verify in seconds
Score 70% or better on the final exam and Skedmia issues your Certificate of Training with a unique certificate number. Every certificate carries a QR code that resolves to our public register, so an employer or auditor can confirm it is genuine without contacting anyone.
Verified at skedmia.com/verify
Syllabus
Course content
10 modules · 29 lessons · ~16h
01Module 1 — The Standard and the Certification Landscape — What ISO/IEC 20000-1 Actually Certifies3 lessons
- ISO/IEC 20000-1:2018 — Purpose, Lineage and What a Certificate AssertsPreview35 min
- The Accredited Certification Chain — ISO/IEC 17021-1 and Auditor Competence35 min
- Scope of Certification — Services, Sites and Other Parties35 min
02Module 2 — Structure, Terminology and the Relationship to ITIL — Guidance Versus Requirement3 lessons
- The Clause Architecture and the Harmonized Structure30 min
- Terminology That Decides Findings30 min
- ITIL 4 and ISO/IEC 20000-1 — Two Artefacts, Two Purposes35 min
03Module 3 — The Management System Core — Clauses 4 to 73 lessons
- Context, Interested Parties and Scope — Clause 435 min
- Leadership and Planning — Clauses 5 and 635 min
- Support — Clause 730 min
04Module 4 — Operational Planning, Service Portfolio and Configuration — Clauses 8.1 and 8.23 lessons
- Operational Planning, Service Delivery and Planning the Services — 8.1, 8.2.1, 8.2.235 min
- Control of Other Parties and the Service Catalogue — 8.2.3 and 8.2.435 min
- Asset and Configuration Management — 8.2.5 and 8.2.635 min
05Module 5 — Relationship, Agreement, Supply and Demand — Clauses 8.3 and 8.43 lessons
- Business Relationship and Service Level Management — 8.3.1 to 8.3.335 min
- Supplier Management — 8.3.4 External and Internal35 min
- Budgeting, Accounting, Demand and Capacity — 8.435 min
06Module 6 — Service Design, Build and Transition — Clause 8.53 lessons
- Change Management — 8.5.135 min
- Service Design and Transition — 8.5.235 min
- Release and Deployment Management — 8.5.3 and Automated Pipelines35 min
07Module 7 — Resolution, Fulfilment and Service Assurance — Clauses 8.6 and 8.73 lessons
- Incident and Service Request Management — 8.6.1 and 8.6.235 min
- Problem Management — 8.6.335 min
- Availability, Continuity and Information Security — 8.735 min
08Module 8 — Performance Evaluation and Improvement — Clauses 9 and 103 lessons
- Monitoring, Measurement and Service Reporting — 9.1 and 9.435 min
- Internal Audit — 9.2 and the ISO 19011 Method35 min
- Management Review, Nonconformity and Continual Improvement — 9.3, 10.1, 10.235 min
09Module 9 — Leading the Certification Audit — Stage 1 to the Certification Recommendation3 lessons
- Audit Team Leadership and Stage 135 min
- Conducting Stage 2 — Sampling, Interviews and Evidence40 min
- Findings, Reporting and the Certification Recommendation40 min
10Course materials & downloads2 lessons
- ISO/IEC 20000-1:2018 Clause 8 Audit Evidence Checklist (PDF)
- ITIL 4 Practices to ISO/IEC 20000-1:2018 Clause Mapping Chart (PDF)
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