ISO 20000-1

IT Service Management Systems

ISO 20000-1 is the international standard for quality management specifically focused on IT service management. It ensures the design, operation, control, and delivery of an organisation’s IT service management system (ITSMS) is to a satisfactory standard and in accordance with mandatory ISO 20000-1 requirements.

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ISO 20000-1 certification

  • Achieve ISO 20000-1 certification with an internationally approved and accredited certification body.
  • Develop a structurally operational and modern service management system.
  • Demonstrate compliance with IT service management international standards and regulations.
  • Ensure employee and client trust with a quality service management system.
  • Suitable for all organisations that operate or are responsible for service management systems.

What is ISO 20000-1?

Organisational service delivery and operation is essential for effective IT service delivery. ISO 20000-1 ensures your organisation’s IT services are delivered according to customer expectations and supports compliance with contractual service level agreements (SLAs).

ISO 20000-1 is the international standard for quality management that focuses specifically on IT service management. Often referred to as ISO 20000-1:2018, it provides a set of standardised requirements for an IT service management system (ITSMS). It was developed in 2005 by the International Organization for Standardization, and the standard has undergone continual updates and revisions. Certification Europe is accredited through APMG for ISO 20000-1 accreditation.

Certification to ISO 20000-1 provides a practical framework for ensuring the quality of service from IT service management systems:

  • Helps your organisation effectively implement, run and deliver IT services.
  • Continually improve processes so quality service management is achievable.
  • Drives customer satisfaction through improved service and leads.

What are the benefits of ISO 20000-1?

Achieving ISO 20000-1 accreditation can help organisations identify and control risks associated with service interruptions, which is especially important for IT services businesses delivering mission-critical IT services to clients. IT services range from white-label outsourced services to consumers to IT services to large firms and organisations.

ISO 20000-1 certification allows organisations to:

  • Reduce incidents and improve incident management.
  • Improve corporate reputation and credibility as an IT services provider.
  • Adopt an integrated process for the delivery of IT services.
  • Reduce response times and interruptions to IT services.
  • Improve management of costs leading to cost efficiencies.
  • Develop a culture of improvement across an organisation.
  • Gain a greater understanding of business roles and objectives.
  • Protect company assets, directors and stakeholders.
  • Gain a competitive advantage when applying for contracts.
  • Enhance customer satisfaction and reduce customer complaints.
  • Ensure consistent and predictable delivery of IT services.

There are nearly 10,000 worldwide sites actively certified to ISO 20000-1.

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How to become ISO 20000-1 certified

Achieving ISO 20000-1 certification involves implementing an IT service management system (ITSMS).

We’ve certified hundreds of organisations to ISO standards, including Diageo, Greenstar and Liverpool Victoria. Certification Europe also provides ISO training.

Our expert ISO assessors will conduct a pre-assessment, including gap analysis, to review your ITSMS against ISO certification requirements. We then operate a comprehensive multi-stage assessment process to audit your ITSMS and determine if your organisation is compliant with ISO 20000 requirements.

If your organisation meets the requirements, Certification Europe issues an official certificate. Your organisation can use its ISO 20000-1 certification status in marketing and promotional materials.

Start your journey to ISO 20000-1 certification

You can contact our professional expert team for a free no-obligation competitive quotation. We know each organisation and service is different, and that’s why we tailor each quote, so it delivers to your unique requirements. We support a range of ISO standards, including ISO 27001, ISO 45001, ISO 9001 and Cyber Essentials.

You can learn more about Certification Europe’s accreditations and about working with us to deliver ISO 20000 service management certification.

The Certification Journey

The Certification Journey

Stage One

The initial assessment determines if the mandatory requirements of the standard are being met and if the management system is capable of proceeding to Stage 2.


Stage Two

The second assessment determines the effectiveness of the system, and seeks to confirm that the management system is implemented and operational.


Recommendation for Certification

At this point in the process we review any corrective actions taken to address findings raised at Stage 1 & 2. Certification may be recommended.


Certification Review & Decision

The organisations files are reviewed by an independent and impartial panel and the certification decision is made.


Certification Achieved

Successful certification is communicated to the client. Certificates are issued.


ISO 20000-1 FAQs

An increasing number of organisations are implementing an IT Service Management System (ITSMS), based around ISO 20000-1. By certifying to this IT standard, companies can independently prove to their customers that they are meeting – and in many cases exceeding – industry best practices. This ensures that your day-to-day service delivery is carried out in a way that drives customer satisfaction through improved service and leads to continuous improvement.

ISO 20000-1:2018 is the latest version of ISO 20000-1 and is updated from the original ISO 20000-1:2005. At Certification Europe, we use the most up-to-date ISO standard available to ensure we are meeting the requirements of the current ISO certification standards.

ISO 20000 provides an overarching framework for your organisation to deliver an effective IT service management system.

You should gather together members of your organisation so you can devise a comprehensive plan, strategy, policy, procedures, and controls to give your organisation an effective system into which you can then implement ISO 20000. Once this has been achieved, you’re ready to begin the journey to certification.

The IT Service Management Standard lasts for three years and is subject to mandatory audits to ensure compliance. At the end of the three years, you will be required to complete a reassessment.

Certification Europe can provide in house ISO training for your staff through the implementation process to ISO 20000-1. Contact our team to learn more about our training courses.

We are audited annually to ensure its services meet the exact requirements of the relevant accreditation standards.

Certification Europe is accredited through APMG for ISO 20001-1 accreditation.

Our assessment teams have over 15+ years of experience working with organisations and delivering exceptional certification services. We strive to make the needs and requirements of your organisations an utmost priority.

Get a Quote

To help us prepare the best quotation for you, please complete the form below. We will get back to you as soon as possible; but if you need immediate assistance, please call +353 1 642 9300.

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