ISO/IEC 20000-1 IT Service Management Certification
Design, deliver and improve IT services through a controlled service-management system.
Standard reference
ISO/IEC 20000-1:2018
A management decision—not only a certificate.
ISO/IEC 20000-1 defines requirements for planning, operating, monitoring and improving a service management system throughout the service lifecycle.
What a well-used system can improve
More predictable service delivery
Clearer service ownership
Better incident and change control
Stronger supplier coordination
Evidence for enterprise customers
Alignment between service objectives and business needs
Designed around operating context, not company size.
- Managed-service providers
- Cloud and hosting providers
- Internal IT departments
- Software support operations
- Data centres
- Technology outsourcing businesses
What the system needs to control.
- 01Service-management planning
- 02Service portfolio and agreements
- 03Incident and request management
- 04Change and release management
- 05Availability and continuity
- 06Supplier management
- 07Performance evaluation
Before requesting assessment
This is a practical starting list, not a substitute for the applicable standard or scheme rules.
From defined scope to maintained certificate
- Step 01
Application and scope
Confirm the organization, sites, activities and standard to be assessed.
- Step 02
Readiness and assessment
Review documented arrangements and evidence that the system operates in practice.
- Step 03
Decision and issue
Close applicable findings before an independent certification decision and issue.
- Step 04
Surveillance and renewal
Maintain the system, complete surveillance activities and renew within the certification cycle.
Standards often work together.
Information security
Protect information through risk-led controls covering people, processes, technology and suppliers.
Quality management
Build consistent processes, stronger customer confidence and a practical system for continual improvement.
Tell us what your organization does and what the certificate should cover.
A clear scope helps align the standard, assessment and final certificate record from the beginning.