ISO/IEC 20000-1:2018 · Excellence in IT service management
ISO/IEC 20000-1 IT service management certification
For IT service providers: well-organised services with measurable quality.
recognised through
and registered with
Overview
What is ISO/IEC 20000-1 certification?
ISO/IEC 20000-1 is the international standard for IT service management (ITSM). It aims to ensure that IT services are delivered in an organised, effective way that meets customer needs and business requirements. The standard helps organisations improve service quality, reduce costs and increase customer satisfaction through a unified framework for managing the service lifecycle.
Implementing ISO 20000-1 involves a number of practices and processes, including incident management, request management, change management and service level management. The standard helps build an IT environment that is sustainable, scalable and resilient to technological change.
The start of your IT service transformation
Gain a competitive edge by applying global best practice in technology service management.
Better performance and customer satisfaction
Build trust through a service system founded on discipline, measurement and continual improvement.
A reliable system for managing your digital services
ISO 20000-1 is your route to delivering stable, effective services to your customers.
Service automation and operational efficiency
Achieve a certification that reflects your professionalism and ensures the continued delivery of high-quality services.
What does ISO/IEC 20000-1 bring your organisation?
The key benefits organisations gain from implementing the standard and achieving certification.
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Better service quality
ISO 20000-1 helps you improve the quality of your IT services and deliver real value to customers.
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More efficient operations
It helps reduce failures and downtime and improves the responsiveness of technical support teams.
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Conformity with requirements
It helps you meet contractual requirements and organise service processes in a consistent way.
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Greater trust and professionalism
It demonstrates your commitment to service quality and earns the confidence of customers and users.
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Support for digital transformation
It provides a solid foundation for developing technology services and achieving digital transformation across the organisation.
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Lower costs
Through better resource management, simpler processes and less duplication and error.
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Continual improvement
The standard encourages ongoing performance analysis and regular review of procedures for development.
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Integration with other standards
ISO 20000-1 integrates easily with standards and frameworks such as ISO 27001 and ITIL.
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New markets
Certification improves your chances of winning tenders and expanding into international markets.
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Enhanced corporate reputation
It gives you a strong position in the technology services market and reflects your commitment to quality.
How to get ISO/IEC 20000-1 certified
A clear path from first contact to receiving your certificate, with support afterwards.
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Step 1: Initial enquiry
We start with a conversation with our team, who explain the certification process and the requirements of the standard.
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Step 2: Pre-assessment (optional)
An optional pre-assessment audit shows where your IT service management system stands against the standard before certification.
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Step 3: Application and audit plan
Once you apply, we agree the scope of certification and the audit plan with you.
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Step 4: Stage 1 audit
We review your service management system documentation and your readiness for the certification audit.
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Step 5: Stage 2 audit and certification
We audit how the system works in practice and, once conformity is confirmed, award ISO 20000-1 certification.
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Step 6: Surveillance audits
Annual surveillance audits, and recertification every three years, confirm that you continue to meet the standard.
Free, no-obligation enquiry
Ready to start your ISO/IEC 20000-1 journey?
Tell us about your business and number of branches, and we'll send you a tailored quote, the steps and the expected timeframe.
ISO/IEC 20000-1 frequently asked questions
What is ISO 20000-1?
It is the international standard for IT service management, helping organisations improve service delivery and ensure its quality and effectiveness.
What are the main benefits of certification?
They include better service quality, fewer failures, higher customer satisfaction, lower costs and a stronger professional image for your organisation.
Is certification mandatory?
No, but it is a strong competitive advantage, especially for organisations that provide IT services or bid for tenders that require technical quality standards.
What are the main steps to certification?
The organisation assesses its position, plans and implements its system and carries out an internal audit; this is followed by the certification audit, certification and annual surveillance audits.
How long is the certificate valid?
It is usually valid for 3 years, with annual reviews and audits to maintain ongoing compliance.
What is the difference between ISO 20000-1 and ITIL?
ITIL is a flexible framework for IT service management, whereas ISO 20000-1 is a formal, auditable standard against which an organisation can be formally certified.
Is it only for large organisations?
No. Any IT organisation, whatever its size, can apply if it provides services and wants to implement an organised and effective system.
How long does implementation take?
It depends on how ready your organisation is, but it usually takes 3 to 6 months.
Can I use ISO 20000-1 certification to promote my services?
Yes, absolutely. Certification reflects your commitment to delivering well-managed, reliable IT services and strengthens your image as a trusted service provider.