GAQM ISO/IEC 20000-1:2018 - Certified Lead Auditor : ISO2018LA

ISO2018LA real exams

Exam Code: ISO2018LA

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

Updated: Aug 03, 2026

Q & A: 0 Questions and Answers

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GAQM ISO2018LA Exam Syllabus Topics:

SectionWeightObjectives
Fundamentals of ISO/IEC 20000-1:201820%- Relationship with other standards (ISO 19011, ISO 9001, ITIL)
- Structure and key terms of ISO/IEC 20000-1:2018
- Concepts and scope of service management systems (SMS)
SMS Requirements35%- Leadership and commitment
- Support: resources, competence, documentation
- Operation and service delivery processes
- Performance evaluation: monitoring, internal audit, management review
- Continual improvement
- Context of the organization
- Planning and risk management
Auditing Principles & ISO 19011 Guidelines20%- Audit program management
- Audit principles, independence, evidence-based approach
- Roles and responsibilities of lead auditor and audit team
Conducting the ISO/IEC 20000 Audit25%- Identifying nonconformities and observations
- On-site audit activities, evidence gathering
- Audit reporting and conclusion
- Audit planning and preparation
- Follow-up on corrective actions

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