| Course | Centre | Day | Date | Time | Hours | Trainer | Enrollment |
|---|---|---|---|---|---|---|---|
| ISO/IEC 20000 Lead Auditor | Wanchai | SAT | 28 Nov 2026 | 2:00 – 5:00pm | 21 | Steve Yu (PECB Certified Gold Trainer) |  |
Great Learning is the Authorized Gold Training Partner of PECB.
Course Duration: 21 hours, 7 sessions of 3 hours each
Course Fee: HKD14,000 (includes exam fee of HKD4,000)
Language of Delivery: Cantonese with English Terms
The PECB ISO/IEC 20000 Lead Auditor training course provides you with the necessary knowledge and skills to conduct service management system (SMS) audits in accordance with widely recognized audit principles, procedures, and techniques. This training course has been developed to reflect the importance of an effective SMS audit. It aims to strengthen your skill set regarding the planning and conducting SMS audits in compliance with the requirements of ISO/IEC 17021-1, the recommendations of ISO 19011, and other best practices of auditing.
This training course also provides exercises, quizzes, and practical examples to help you understand the most important aspects of SMS audits. It elaborates, among others, on the practical aspects, such as the interpretation of ISO/IEC 20000-1 requirements in the context of an audit, the application of principles of auditing, the audit methods, the evidence collection and verification, the leading of an audit team, the drafting of nonconformity reports, and the preparation of the final audit report.
The successful completion of the training course is followed by an exam. If you pass the exam, you can apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” credential. The internationally recognized “PECB ISO/IEC 20000 Lead Auditor” certificate demonstrates your professional capabilities and your ability to audit an SMS based on ISO/IEC 20000-1.
By the end of this training course, the participants will be able to:
- Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1
- Interpret the ISO/IEC 20000-1 requirements for an SMS from the perspective of an auditor
- Evaluate the SMS conformity to ISO/IEC 20000-1 requirements, in accordance with the fundamental audit concepts and principles
- Plan, conduct, and close an ISO/IEC 20000-1 audit, in accordance with ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other best practices of auditing
- Manage an ISO/IEC 20000-1 audit program
Day 1: Introduction to the SMS and the ISO/IEC 20000 family of standards
• Section 1: Training course objectives and structure
• Section 2: Standards and regulatory frameworks
• Section 3: Certification process
• Section 4: Fundamental concepts of service management and the SMS
• Section 5: ISO/IEC 20000-1 requirements for an SMS, clauses 4-10
Day 2: Audit principles and the preparation for and initiation of an audit
• Section 6: Fundamental audit concepts and principles
• Section 7: The impact of trends and technology in auditing
• Section 8: Evidence-based auditing
• Section 9: Risk-based auditing
• Section 10: Initiation of the audit process
• Section 11: Stage 1 audit
Day 3: On-site audit activities
• Section 12: Preparing for stage 2 audit
• Section 13: Stage 2 audit
• Section 14: Communication during the audit
• Section 15: Audit procedures
• Section 16: Creating audit test plans
Day 4: Closing of the audit
• Section 17: Drafting audit findings and nonconformity reports
• Section 18: Audit documentation and quality review
• Section 19: Closing of the audit
• Section 20: Evaluation of action plans by the auditor
• Section 21: Beyond the initial audit
• Section 22: Managing an internal audit program
• Section 23: Closing of the training course
Certification exam
- The ISO/IEC 20000 Lead Auditor training course is intended for:
- Auditors seeking to conduct and lead SMS audits
- Managers or consultants seeking to master the SMS audit process
- Individuals responsible for maintaining conformity to ISO/IEC 20000-1 requirements in an organization
- Technical experts seeking to prepare organizations for an SMS certification audit
- Expert advisors in service management
Number of Questions: 80 Questions
Exam Duration: 3 Hours
Exam Format: Multiple Choice, Open Book
Exam Mode: Online exam or Paper exam at Great Learning Education Centre
Passing Mark: 70%
In case of failure, participants are entitled to retake an additional free exam under certain conditions.
This course includes the Registration Fee (USD 500) of Lead Auditor certification after passing the exam.
Accredited course material
- Great Learning is the Authorized Gold Training Partner of PECB
- Great Learning has solid experience in delivering PECB ISO courses.
- Most ISO training providers deliver courses just in office hours. We offer study schedule during both office and non office hours.
- Unlimited re-sit within 1 year. All lessons can be re-sit, refreshing your knowledge all the way.
- We are the IT technical and management specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.