ISO/IEC 20000-1:2018 - Certified Lead Auditor

Certification Overview

ISO/IEC 20000-1:2018 - Certified Lead Auditor

Exam Code: ISO2018LA

 In this competitive world, most organisations would outsource its non-core activities to third party service providers. However, all organisations would also agree that the non-delivery of third party service providers would impact the organisation one way or the other. They demand a service expectation. In turn, the same story goes with organisation serving consumers where they would equally demand a service expectation from the organisation.

All services need to be operated, expectations need to be managed, controls need to be implemented, monitoring needs to be performed, and issues need to be resolved. Service organisations need to be able to demonstrate its ability in managing the operations within expectations.

ISO/IEC 20000-1:2018 - Certified Lead Auditor  is ideal for any service provider, large or small, who wants to provide assurance in the quality of the services they deliver. It’s commonly used for IT services, facilities management and business services to help ensure effective and resilient services in today’s changing service delivery environment.

e-Competence Framework (e-CF)

The mapping of this certificate against the e-Competence Framework. To know more on e-Competence Framework (e-CF) visit, ECF



Exam Information

The exam comprises of 100 Multiple Choice Questions out of which the candidate needs to score 70% (70 out of 100 correct) to pass the exam.

Exams are online and proctored based, using a webcam and a reliable internet connection exams can be taken anywhere and anytime.

The total duration of the exam is 2 hours (120 Minutes).

No external sources of information may be accessed during the exam held via ProctorU. Further details of the materials permitted are provided:

  • Identification Proof.
  • If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time.
  • The exam can be taken any number of times.

The ISO/IEC 20000-1:2018 - Certified Lead Auditor Certificate is valid for life.

Displaying your certificate

  • Remember, when labelling a product or system as certified to an ISO standard:
  • Don't say: "ISO certified" or "ISO certification"
  • DO say: "ISO 9001:2008 certified" or "ISO 9001:2008 certification" (for example).

N/A

N/A

The ISO/IEC 20000-1:2018 - Certified Lead Auditor Certification has no pre-requisites.

Course Outline

Module Information - 1

  • Understand IT service management definitions, concepts, and guidelines
  • Understand the purpose of the ISO 20000 series
  • Understand the roles and responsibilities of the auditor
  • Apply ISO 19011:2018 concepts, new terminology and guidelines
  • Understand the types of risks and opportunities associated with auditing
  • Recognize the principles, practices, and types of audits

Module Information - 2

  • Conduct all phases of an audit adopting a risk based approach
  • Prepare and present effective reports
  • Understand Exemplar Global’s certification scheme
  • Understand the role of objectives, scope and criteria in the audit process
  • Conduct audit team selection
  • Initiate the audit and conducting opening meetings
  • Understanding Auditing Standards

Module Information - 3

  • Understand audit team leader responsibilities
  • Communicate effectively during the audit
  • Apply the latest auditor techniques and identify appropriate use
  • Conduct on-site activities
  • Prepare audit conclusions and conduct closing meetings
  • SMS Audit Process
  • SMS Audit Planning & Preparation
  • SMS Audit Execution

Target Audience

  • Auditors seeking to perform and lead a Service Management System (SMS) certification audits 
  • Managers or consultants seeking to master a service management system  audit process
  • Individuals responsible for maintaining conformance with SMS requirements
  • Technical experts seeking to prepare for a service management system audit
  • Expert advisors in service management 
  • Individuals interested in conducting first-party, second-party, and third-party audits
  • Management Representatives
  • Information Security Officers
  • Managers
  • Security Consultants

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  • Price: 170 USD
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