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Certified ISO 20000:2018 Lead Auditor

About Certification

GSDC's ISO 20000:2018 Lead Auditor or Information Technology Service Management System Certification is mainly created to explain the participants about IT Service Management System in depth. IT service management (ITSM) refers to the entirety of activities directed by policies, organized and structured in processes and supporting procedures - that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement.

The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%). ISO/IEC 20000 is an international standard that allows organizations to demonstrate best practices in IT service management. The standard, ISO 20000, provides you with guidelines to assess and improve the quality of service management processes.

Defining and implementing an effective ITSM demands a realistic approach to IT service delivery that helps an organization demonstrate its capability for the design, transition, delivery, and improvement of services that fulfill the service requirements of the customer; provide value-added services to the customer to enhance the customer satisfaction. Information Technology Service Management certification brings many advantages like the targeted improvement of processes through regulated structures, service level maintenance, customer satisfaction and availability of services.

Certification badge for Certified ISO 20000:2018 Lead Auditor


ISO 20000:2018 Lead Auditor CertificationS main objectives are:

  • To explain all the processes of the ISO/IEC 20000 Information Technologies Management System Standard.
  • To provide all relevant implementations and sample works according to the institutions/organization requirements.
  • Teaching the participants to design, analyze and implement the requirements of an effective ITSM in compliance with the standard requirements in a step by step manner.

Target Audience


IT Managers/Support teams

System Administrators/Analysts

Operations Managers

Database Administrators

Service Delivery Professionals

Quality Analysts

Application Management team/Development team

Process Owners/Practitioners



After the completion of this certification, participants will have:

Better career goals.

Proven ITSM skills & understanding.

In-depth understanding of IT Service Management & its implementation.

Ability to design the ITSM structure of any organization.



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



There will be a multiple-choice exam of 40 marks.
The duration of the exam will be 60 mins.
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.



Exam Syllabus

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 nt 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


The Global Skill Development Council (GSDC) is an independent, vendor-neutral, international credentialing and certification organization for the emerging technologies:

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  • Supported by the world's most esteemed thought leaders from Yale, MIT, Stanford, Wharton, and Harvard.
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The Global Skill Development Council (GSDC) is an Independent, Vendor Neutral, International Credentialing and Certification Organization for Professionals.