ISO 20000 Lead Auditor study guide
ISO 20000 Lead Auditor · Work through your exam, one topic at a time.
The PECB Certified ISO/IEC 20000 Lead Auditor credential is aimed at professionals who audit service management systems (SMS) against ISO/IEC 20000-1. PECB's training course is designed for auditors who want to conduct and lead SMS audits, for managers and consultants who want to master the SMS audit process, for people responsible for maintaining conformity to ISO/IEC 20000-1, for technical experts preparing an organization for a certification audit, and for expert advisors in service management. The ISO 20000 Lead Auditor study guide has 7 sections and about 2,461 words.
01Fundamental principles and concepts of a service management system
This domain tests whether you can explain what a service management system (SMS) is, how ISO/IEC 20000-1:2018 treats it, and why it is a management system standard rather than a process cookbook. Expect definitions, the process approach, risk-based thinking and top management's role.
335 words, about 2 min02Service management system requirements
This domain tests your ability to map ISO/IEC 20000-1:2018 clauses 4 to 10 to auditable evidence. You need to know what each clause requires, how the clauses interlock, and how to distinguish a conforming SMS from a well-written manual.
350 words, about 2 min03Fundamental audit concepts and principles
This domain tests the vocabulary and discipline of auditing: audit criteria, evidence, findings and conclusions; the principles in ISO 19011:2018; audit types; and the difference between an internal audit, a second-party audit and a certification audit. An audit is a systematic, independent and documented process for obtaining objective evidence and evaluating it objectively to determine the extent to which audit criteria are fulfilled.
354 words, about 2 min04Preparing an ISO/IEC 20000 audit
This domain tests how to design an audit that is risk-based, evidence-driven and feasible. Preparation covers objectives, scope, criteria, audit plan, team competence, sampling and communication.
337 words, about 2 min05Conducting an ISO/IEC 20000 audit
This domain tests fieldwork: opening meeting, evidence collection, interviewing, sampling, documenting findings, communicating and adapting the plan while staying within scope. Hold an opening meeting : confirm objectives, scope, criteria, schedule, methods, confidentiality and safety, and explain that findings are preliminary until the closing meeting.
360 words, about 2 min06Closing an ISO/IEC 20000 audit
This domain tests how to conclude an audit properly: the closing meeting, the audit report, findings classification, conclusions, corrective-action follow-up and records. Closing meeting : restate objectives, scope and criteria, present findings and conclusions, explain the basis for any nonconformity, and agree factual accuracy.
363 words, about 2 min07Managing an ISO 20000 audit program
This domain tests programme-level thinking: how multiple audits are planned, prioritized, resourced, monitored and improved over a cycle. ISO 19011:2018 treats an audit programme as a set of audits planned for a specific time frame and purpose, not just a calendar.
362 words, about 2 min