ISO 20000-1:2018 IT Service Management Systems

ISO 20000-1:2018

What is ISO 20000-1:2018?

ISO 20000-1 is the international standard for quality management specifically focused on IT Service Management. ISO 20000-1:2018 (the latest version of ISO 20000-1) provides a set of standardised requirements for an IT service management system (SMS). Given how vital IT is to organisations, it is essential that both your internal and external IT services are aligned with the needs of your business and customers.

Certification to ISO 20000-1 IT Service Management ensures that your day to day service delivery is carried out in a way that drives customer satisfaction through improved service and leads. ISO 20000-1 also helps organisations to ensure the effective running and delivery of IT services, continually improve processes and drive customer focus.

Benefits of ISO 20000-1

By achieving certification to ISO 20000-1 IT Services Certification, your organisation will be able to reap numerous benefits such as:

Reduction in incidents and improved incident management
• Improving corporate image and credibility
• Adoption of an integrated process to the delivery of IT services
Reduction in response times and interruptions to IT service
• Improved management of costs, leading to financial savings
• A culture of continuous improvement
Greater understanding of roles and business objectives
• Ensuring legislative awareness and compliance
Protecting the company, assets, shareholders and directors
• Provides you with a competitive advantage
• Enhanced customer satisfaction that improves client retention
Consistency in the delivery of your service or product

ISO 20000-1:2018 Accreditation

Accreditation is the process by which a certification body is recognised to offer certification services. To become accredited, Certification Europe is required to implement a Quality Management System which is assessed by an Independent Authorised Body (Irish National Accreditation Body) to determine that it meets International Standards. Certification Europe is audited annually to ensure its services meet the exact requirements of the relevant accreditation standards. ISO 20000-1:2018 has APMG Accreditation.

Please visit Our Accreditation page for further information on our accreditation.


Certification Review & Decision; granting, refusing, maintaining, renewing, suspending, restoring or withdrawing certification or expanding or reducing the scope of the certification.

What industries implement ISO 20000-1:2018?

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 are able to independently demonstrate to their customers that they are meeting (and sometimes exceeding) industry best practice, which 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.

The IT Service Management Standard lasts for three years and is subject to mandatory audits to ensure that you are compliant. At the end of the three years, you will be requested to complete a reassessment audit in order to receive the standard for an additional three years.

ISO 20000-1:2018 Training

Certification Europe can provide in house training for your staff through the process of implementation and the auditing of your systems internally to ISO 20000-1. Contact out team today to learn more about our training courses or head to our dedicated training website Certification Europe Academy or download our Training Brochure.

Contact our team today to receive a free no-obligation competitive quotation from our dedicated business development team. We will devise a comprehensive quote which will be agreed in line with your requirements.

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