ISO/IEC 20000-1:2018
Certification ISO/IEC 20000-1 – IT service management
IT services planned, delivered and improved methodically.
What the standard is
ISO/IEC 20000-1:2018 — Information technology – Service management – Part 1: Service management system requirements
ISO/IEC 20000 is the internationally recognised standard for service management. It has several parts: ISO/IEC 20000-1:2018 sets out the requirements for a service management system (SMS) that a provider must meet to plan, design, deliver and improve quality services.
The purpose of the standard is to help service providers, especially IT providers, improve the quality of the service offered and meet the requirements agreed with customers and users.
It suits IT service providers inside or outside the organisation, such as data centres, cloud and managed services, help desks and application support. Third-party certification attests that the service management system conforms to the standard's requirements.
Availability and accredited scope for each standard and sector are confirmed in the offer.
Benefits
- Defined, measured service levels
- Consistent incident and change processes
- Integration with ISO/IEC 27001
How certification works
Request and offer, Stage 1 audit (documentation) and Stage 2 (system effectiveness), independent certification decision, then annual surveillance and three-year renewal.
See the full processDocuments typically requested before Stage 1
- Description of the management system and scope
- Up-to-date company registration extract
- Results of the latest internal audit
- Management review minutes
Frequently asked questions
Is it the same as ITIL?+
No. ITIL is a set of good practices; ISO/IEC 20000-1 is a certifiable standard. They can be used together.
Can services be excluded from the scope?+
Yes, the scope states which services are covered, provided it is clearly defined.
Does it integrate with ISO/IEC 27001?+
Yes, many IT organisations adopt both.
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