ISO/IEC 20000-1:2018 Lead Auditor Training

About Course

40-hour SMS lead auditor course: 40 text lessons, seven practical written-response quizzes, five knowledge checks, a 40-question final knowledge exam and four typed assignments including observed audit practice and a controlled final written assessment. Covers clauses 4–10 and the service lifecycle: portfolio, parties, catalogue, assets/configuration, relationships/SLAs, suppliers, budgets, demand/capacity, change/transition/release, incidents/requests/problems, availability/continuity/security and improvement. Applicable climate amendment included. AED 999. Fictional evidence is embedded; no learner upload required. W3 completion only; no external recognition claimed.

LO01: Explain service value, SMS requirements and audit principles
LO02: Evaluate context, scope, leadership, risks, objectives and the SMS plan
LO03: Audit the service lifecycle, contributing parties, agreements and operational controls
LO04: Calculate and evaluate service levels, demand/capacity, cost and recovery evidence
LO05: Develop an objective audit programme and feasible competent-team plan
LO06: Collect and corroborate evidence using neutral interviews and protected sampling
LO07: Lead audits and communicate professionally within agreed authority
LO08: Write defensible findings/reports and evaluate corrective action and improvement

Course Content

SMS foundations and auditor principles
Service outcomes, criteria, connected processes, audit competence and authority.

Service value, requirements and the SMS
Standards, guidance and service-management practice
PDCA and connected service audit trails
Audit principles, competence and authority
Practical 01: Service outcomes, criteria and audit boundaries

Context, leadership and SMS planning
Scope/interfaces, climate relevance, roles, risks, objectives and integrated service-management planning.

Portfolio, configuration and customer agreements
Planning services, catalogue, assets/configuration, relationships and service levels.

Parties, resources and change
Suppliers/internal groups, service costs, demand/capacity and proportionate change control.

Transition, resolution and service assurance
Design/build/transition, release, incident/request/problem processes, availability/continuity/security.

Audit programme and planning
Priorities, readiness, certification-stage context, feasible team schedules and secure sampling.

Evidence collection and quantitative judgement
Opening/interviews, implementation/outcomes, service clocks, availability and recovery calculations.

Leading and observing an SMS audit
Team coordination, pressure, confidentiality, individual observation and closing.

Support, evaluation and reporting
Knowledge/documents, monitoring/audit/review/service reporting, findings and conclusions.

Corrective action and final assessment
Cause/extent, benefits, closure, controlled examinations and continuing auditor competence.

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About Course

What Will You Learn?

Course Content

SMS foundations and auditor principles Service outcomes, criteria, connected processes, audit competence and authority.

Service value, requirements and the SMS

Standards, guidance and service-management practice

PDCA and connected service audit trails

Audit principles, competence and authority

Practical 01: Service outcomes, criteria and audit boundaries

Context, leadership and SMS planning Scope/interfaces, climate relevance, roles, risks, objectives and integrated service-management planning.

Context, interested parties and climate relevance

Scope and control of the service chain

Leadership, policy and service accountability

Risks, objectives and the service-management plan

Practical 02: Context, leadership and integrated SMS planning

Knowledge Check 1

Portfolio, configuration and customer agreements Planning services, catalogue, assets/configuration, relationships and service levels.

Service portfolio, requirements and planning services

Service catalogue and customer understanding

Asset and configuration management

Relationships and service-level agreements

Practical 03: Portfolio, catalogue, configuration and agreements

Parties, resources and change Suppliers/internal groups, service costs, demand/capacity and proportionate change control.

Supplier and internal-party management

Budgeting and accounting for services

Demand and capacity planning

Change management and proportionate authorization

Practical 04: Suppliers, budgets, capacity and change

Knowledge Check 2

Transition, resolution and service assurance Design/build/transition, release, incident/request/problem processes, availability/continuity/security.

Design and transition of new or changed services

Release and deployment management

Incidents, requests and problem management

Availability, continuity and information security

Practical 05: Transition, resolution and service assurance

Audit programme and planning Priorities, readiness, certification-stage context, feasible team schedules and secure sampling.

Plan an effective SMS audit programme

Initiation, readiness and certification-stage context

Prepare a feasible two-auditor plan

Sampling and reliable remote evidence

Prepare an SMS audit programme and two-day plan

Knowledge Check 3

Evidence collection and quantitative judgement Opening/interviews, implementation/outcomes, service clocks, availability and recovery calculations.

Opening meetings and protected access

Neutral interviews and corroboration

Evaluate implementation and service effectiveness

Calculate service levels and assurance results

Practical 07: Interviews, sampling and quantitative evidence

Leading and observing an SMS audit Team coordination, pressure, confidentiality, individual observation and closing.

Lead the team and connect findings

Manage disagreement, pressure and interruptions

Observed individual SMS audit practice

Closing meetings and response arrangements

Lead an observed service-management audit simulation

Knowledge Check 4

Support, evaluation and reporting Knowledge/documents, monitoring/audit/review/service reporting, findings and conclusions.

Support, knowledge and documented information

Performance, service reporting and management review

Write defensible nonconformities

Report conclusions and limitations

Write the SMS audit report and follow-up plan

Corrective action and final assessment Cause/extent, benefits, closure, controlled examinations and continuing auditor competence.

Correction, causes and corrective action

Continual improvement and closure decisions

Integrate the lifecycle and final assessments

Practical 10: Corrective action and verified improvement

Knowledge Check 5

Final SMS knowledge examination

Controlled final written SMS assessment

Portfolio review and continuing auditor competence

Earn a certificate