ISO 20000:2018 Lead Auditor Certification & Training

Course Overview:

ISO 20000:2018 lead auditor certification & training course aims towards making you familiar with the guidelines by which you can assess and improve the quality of service management processes of an ICT organization. ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. It was originally based on the earlier BS 15000 that was developed by BSI Group. ISO 20000-1 has now been revised by ISO/IEC JTC 1/SC 40 IT Service Management and IT Governance. The revision has been released in July 2018. From that point, certified entities enter a three year transition period to update to the new version of ISO 20000-1. Through our IT Service Management training, you’ll learn to design, analyze, and implement the requirements of an effective ITSM in compliance with the standard requirements in a step by step format. In a nutshell,  explain all the processes of the ISO/IEC 20000 Information Technologies Management System Standard and provide all relevant implementations and sample works according to the institutions/organization requirements.

Key Features:

  • Online  and classroom knowledge sharing ISO 20000 lead auditor certification
  • ISO/IEC 20000-2018 Study Materials
  • ISO 20000:2018 standard best practices
  • Reading suggestions to crack IT Service Management Certification exam


Course Curriculum:

IT Service Management Training course’s curriculum shares a deep understanding of:

  • Basic of ISO and background qualification in a similar field.
  • The Plan, Do Check, Act (PDCA) cycle.
  • The principal components in a management system and the interrelationship.
  • The basic structure of the standard and key terms used within it.
  • Creation of Documents, policy, KPI/SLA, Process cycle, operation and continuous improvement.


1. Introduction

  • ISO/IEC 20000 Standard
  • Relationship with other frameworks and standards
  • The Deming cycle and how it applies to ITSM
  • Plan. Do. Check. Act
  • Applicability and scope definition

2. Terms and definitions

  • Terms specific to management system standards
  • Terms specific to service management

3. Context of the organization

  • Understanding the organization and its context
  • Understanding the needs and expectations of interested parties
  • Determining the scope of the service management system
  • Service management system

4. Leadership

  • Service management
  • Actions to address objectives and planning to achieve them
  • Establish objectives
  • Plan to achieve objectives
  • Plan the service management system

5. Planning risks and opportunities

  • Leadership and commitment
  • Policy
  • Establishing the service management policy
  • Communicating the service management policy
  • Organizational roles, responsibilities and authorities

6. Support of the service management system

  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented information
  • Creating and updating documented information
  • Control of documented information
  • Service management system documented information

7. Operation of the service management system

  • 7.1 Operational planning and control
  • 7.2 Service portfolio
  • Service delivery
  • Plan the services
  • Control of parties involved in the service lifecycle
  • Service catalogue management
  • Asset management
  • Configuration management
  • 7.3 Relationship and agreement
  • General
  • Business relationship management
  • Service level management
  • Supplier management
  • 7.4 Supply and demand
  • Budgeting and accounting for services
  • Demand management
  • Capacity management
  • 7.5 Service design, build and transition
  • Change management
  • Service design and transition
  • Release and deployment management
  • 7.6 Resolution and fulfillment
  • Incident management
  • Service request management
  • Problem management
  • 7.7 Service assurance
  • Service availability management
  • Service continuity management
  • Information security management

8. Performance evaluation

  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
  • Service reporting

9. Relationship processes:

  • Nonconformity and corrective action
  • Continual improvement



There is no such recommended experience required for getting this certification. Although your ITSM basics should be clear.


Pre Requisites:

Participants should have basic knowledge of the following topics:

  • Management system
  • IT Service Management 
  • ISO 22000

Key Benefits:

  • ISMS planning, support and operational requirements
  • Leadership responsibilities
  • Internal ISMS audits
  • ISMS improvement
  • Control objectives and controls


  • About Certification Exam

  • There will be a multiple-choice exam of 40 marks.
  • You need to acquire 26+ marks to clear the exam.
  • If you fail, you can retake the exam after one day.
  • In case Participant does not score passing percentage then they will be granted a 2nd attempt at no additional cost. Re-examination can be taken up to 30 days from the date of the 1st exam attempt.

ISO 20000:2018 Lead Auditor training & certification will be delivered by accredited trainers. The instructors for this course are highly experienced professionals with 10+ years of combined industry experience and having trained more than 4000 professionals.

His core expertise includes:

  • ITIL Consulting & Implementation
  • GAP Analysis, ISO Audits
  • Process/Service Improvement Using Lean Six Sigma
  • Process Definition, Implementation & Compliance
  • ISMS (ISO 27001)
  • Quality Assurance & Program Governance

Professional Achievements:

  • Certified ITIL V2 Master
  • ITIL V3 Expert
  • AXELOS Accredited Trainer
  • PRINCE2 Practitioner
  • PMP Certified
  • Lean Six Sigma Black Belt


Name Batch Dates Batch Time Action

About Novelvista

Our ISO 20000:2018  Certification has been proved to be the best IT Service Management Certification provider in Pune. We have curated our course structure with the help of accredited trainers inside our classrooms, you will get mentors who are highly knowledgeable professionals with 16+ years of industry experience and have trained more than 7000 professionals. They have 17+ years of expertise in IT Service Management along with user experience abided by the standards of ISO/IEC 20000. They have mastered management intelligence along with the code of practice for IT Service Management. While carrying a vast knowledge about ISO/IEC standards, they have contributed to business development, Sales and Delivery with Clients across geographies. They are skilled to decipher the requirements of ISO 20000 in the context of customer requirements. In these expert hands, your IT Service Management knowledge will flourish vigorously with the use of vibrant presentation, group discussion, team activities, and strong narratives. We deliver online IT Service Management sessions as well so that you don’t have to travel all the way to grab the best of IT Service Management.


ISO 20000:2018 certification training In Pune:

ISO 20000:2018 certification training  in Pune helps in defining and implementing an effective ITSM requirement and a pragmatic approach to IT service delivery that helps organization to demonstrate its capability for the design, transition, delivery, and improvement of services that fulfills the service requirements of the customer; provide the value-added services to customer to enhance the customer satisfaction. With the help of real-life scenarios and case studies, participants will have endless storage of IT Service Management knowledge to use in the corporate world at the end of our ITIL Service Management sessions in Pune. IT Service Management course prepares the participants to complete the ITIL Service Management exam successfully, which is offered on the last day of class for classroom learners. Virtual learners will receive a voucher for an exam under the webcam supervision which they can schedule at their convenience. The time duration of the IT Service Management Certification exam is 90 minutes. IT Service Management Certification examination consists of 40 multiple choice questions and passing criteria is scoring 65% in that. The IT Service Management certification is governed, administered, and maintained by Internationally recognized certification providers. After passing the examination, you’ll get your certificate within 5 business days and that will be your key to explore the IT Service Management world with a worldwide acknowledgment like an expert.

We've Trained Professionals across Leading Enterprises Globally

Our Global Accreditations


Partha Bhattacharjee


Had an awesome experience learning from one of the best in industry for Deep knowledge in lean Six Sigma Trainer @Dharmesh. It indeed is a pleasure to learn from a trainer like Dharmesh, a knowledge rich and detail oriented ?More

Mahadeo Jagdale


I have attended Six Sigma training in Novelvista. Their trainer is excellent and knowledgeable. He had taught us the topics in an easy way and we understood those very well. Thanks for such a wonderful training! I would like to appreciate Bhushan too, who gave me thorough information about the course. Looking for further courses! Kudos to Novelvista team!!

Sandeep Prakash


Highly recommend this institute for Trainings and getting certified... They have best quality trainers with industry experience. Specially dharmesh (The best trainer for Six sigma training) and also thanks alot to snehal (The best one to guide and clear your doubts) who guided and cleared all my queries and gave me clear picture about the process and certifications.

Related Courses


521 learners


Of Course! How else will you go through the topics you heard about then? We provide hard and soft copies of the entire study material to you right after the training session!

ISO 20000 Lead Auditor certification is valid for a lifetime. You don’t have to renew it again and again.

The amount we take is for the training and certification both. You won’t have to pay twice for one course at NovelVista.

We provide practice tests for the ISO 20000 Lead Auditor course as well as exciting ISO 20000 quiz sessions and interactive group discussions.

We keep arranging lucrative discounts for our previous participants. Drop a query regarding this and one of our executives will inform you regarding this right away!

If you are stuck or in another city or not being able to make it to our classroom for any reason, you can attend our virtual training sessions from home and appear for ISO 20000 Lead Auditor Certification Exam afterward. 

There are a lot of open positions for ISO 20000 Lead Auditors in various sectors just in India. So it goes without saying, once you are done with your ISO 20000 Lead Auditor certification, you will come out with flying colors.

We have ISO 20000 Lead Auditor Sessions every weekend.


* Your personal details are for internal use only and will remain confidential.

  • Disclaimer
  • ITIL®, PRINCE2®, PRINCE2® Agile & MSP are registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  • DevOps is a registered trademark of DevOps Institute Limited. All rights reserved.