Pass the actual test with the help of ISO2018LA study guide
Last Updated: Aug 11, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Conducting the ISO/IEC 20000 Audit | 25% | - On-site audit activities, evidence gathering - Audit reporting and conclusion - Identifying nonconformities and observations - Follow-up on corrective actions - Audit planning and preparation |
| Topic 2: Auditing Principles & ISO 19011 Guidelines | 20% | - Audit principles, independence, evidence-based approach - Roles and responsibilities of lead auditor and audit team - Audit program management |
| Topic 3: SMS Requirements | 35% | - Leadership and commitment - Continual improvement - Context of the organization - Operation and service delivery processes - Support: resources, competence, documentation - Planning and risk management - Performance evaluation: monitoring, internal audit, management review |
| Topic 4: Fundamentals of ISO/IEC 20000-1:2018 | 20% | - Concepts and scope of service management systems (SMS) - Structure and key terms of ISO/IEC 20000-1:2018 - Relationship with other standards (ISO 19011, ISO 9001, ITIL) |
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