ISO/IEC 20000-1 - IT Services (ITSMS)
Deliver Exceptional IT Services, Every Time
In today's digital-first world, IT services form the backbone of business operations. Organizations need to ensure their IT services are delivered efficiently, reliably, and aligned with business objectives. At Glocert International, we specialize in providing independent third-party ISO/IEC 20000-1 certification that validates your organization's IT Service Management System (ITSMS). As a leader in the Testing, Inspection, and Certification industry, we conduct thorough ISO 20000-1 audits that verify your ITSMS meets international standards, helping you demonstrate service excellence and build confidence with stakeholders.
What is ISO/IEC 20000-1?
ISO/IEC 20000-1 is an international standard that specifies requirements for establishing, implementing, maintaining, and continually improving an IT Service Management System (ITSMS). Published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), ISO/IEC 20000-1:2018 is the latest version of this globally recognized standard.
The standard is aligned with ITIL (Information Technology Infrastructure Library) best practices and provides a framework for organizations to plan, design, deliver, operate, and control IT services effectively. ISO/IEC 20000-1 helps organizations ensure their IT services meet customer requirements and business objectives while continuously improving service quality and efficiency.
Key Components of ISO/IEC 20000-1
- Service Management System: Overall framework for managing IT services
- Planning and Implementing Service Management: Establishing scope, objectives, and processes
- New or Changed Services: Managing service lifecycle and transitions
- Service Delivery Processes: Processes for delivering services to meet customer requirements
- Relationship Processes: Managing relationships with customers and suppliers
- Resolution Processes: Incident and problem management
- Control Processes: Change and configuration management
Why is ISO/IEC 20000-1 Important?
ISO/IEC 20000-1 is essential for organizations seeking to optimize IT service delivery and demonstrate IT service management excellence. Here's why this standard is crucial:
1. Service Quality and Customer Satisfaction
ISO/IEC 20000-1 helps organizations:
- Deliver consistent, high-quality IT services
- Meet customer expectations and service level agreements (SLAs)
- Improve customer satisfaction through reliable service delivery
- Demonstrate commitment to service excellence
2. Operational Efficiency
Implementing ISO/IEC 20000-1 enables organizations to:
- Streamline IT service management processes
- Reduce service disruptions and downtime
- Optimize resource utilization and cost-effectiveness
- Improve incident resolution times
3. ITIL Alignment
ISO/IEC 20000-1 is aligned with ITIL best practices, providing:
- A framework that complements ITIL implementations
- Independent verification of ITIL process maturity
- Certification that demonstrates ITSM capability
- Recognition for service management investments
4. Competitive Advantage
ISO/IEC 20000-1 certification provides a competitive edge by demonstrating to clients, partners, and regulators that your organization can deliver IT services professionally and reliably.
ISO/IEC 20000-1 ITSMS Processes
ISO/IEC 20000-1 defines a comprehensive set of processes for managing IT services throughout their lifecycle:
Service Delivery Processes
Service Level Management
Defining, negotiating, and monitoring service levels with customers
Service Reporting
Producing and communicating service performance reports
Service Continuity
Ensuring services can be restored after major disruptions
Budgeting & Accounting
Managing financial aspects of IT service delivery
Capacity Management
Ensuring adequate capacity to meet current and future demands
Information Security
Managing information security aspects of IT services
Resolution Processes
- Incident Management: Restoring normal service operation as quickly as possible
- Problem Management: Identifying and resolving root causes of incidents
Control Processes
- Change Management: Controlling changes to minimize disruption
- Configuration Management: Maintaining information about configuration items
Relationship Processes
- Business Relationship Management: Establishing and maintaining good relationships with customers
- Supplier Management: Managing suppliers to ensure consistent service delivery
Benefits of ISO/IEC 20000-1 Certification
Achieving ISO/IEC 20000-1 certification provides organizations with numerous strategic, operational, and financial benefits:
Enhanced Service Quality
Deliver consistent, high-quality IT services that meet customer expectations and service level agreements.
Improved Customer Satisfaction
Build trust and confidence with customers through reliable and professional IT service delivery.
Operational Efficiency
Streamline processes, reduce service disruptions, and optimize resource utilization.
ITIL Recognition
Demonstrate ITIL process maturity with internationally recognized certification.
Competitive Advantage
Stand out in competitive tenders where IT service management certification is required.
Cost Reduction
Reduce costs through improved efficiency, fewer incidents, and better resource management.
Risk Management
Identify and manage risks to IT service delivery through systematic processes.
Global Recognition
Gain internationally recognized certification that is accepted and respected worldwide.
Our ISO/IEC 20000-1 Certification Process
At Glocert International, we follow a structured and systematic approach to conduct ISO/IEC 20000-1 certification audits. Our audit process is designed to be transparent, efficient, and supportive, verifying that your ITSMS meets all ISO/IEC 20000-1 requirements:
Application Process
Submit your application with required documentation. We review your organization's scope and readiness for certification.
Initial Audit (Stage 1)
Documentation review and readiness assessment. Our auditors verify that your ITSMS documentation meets ISO/IEC 20000-1 requirements.
Initial Audit (Stage 2)
On-site audit to verify ITSMS implementation. Our auditors assess the effectiveness of your service management processes.
Technical Review
Independent review of audit findings by our technical committee to ensure accuracy and compliance.
Decision and Approval
Certification decision based on audit findings. Upon successful completion, certification is approved.
Certification Issuance
Receive your ISO/IEC 20000-1 certificate, valid for three years, with international recognition.
Surveillance Audits
Annual surveillance audits to ensure continued compliance and effectiveness of your ITSMS.
Re-certification Audit
Comprehensive audit before certificate expiry to renew certification for another three-year period.
Steps in Obtaining ISO/IEC 20000-1 Certification
While obtaining ISO/IEC 20000-1 certification may seem daunting, following a structured approach makes the process manageable. Here's the path your organization should take:
- Gap Analysis and Readiness Assessment: Assess your current IT service management practices against ISO/IEC 20000-1 requirements to identify gaps and areas for improvement. (Note: This should be conducted by an independent consultant, as certification bodies cannot provide consultation services.)
- ITSMS Documentation Development: Create comprehensive documentation including service management policy, service catalog, process procedures, and SLAs.
- Define Service Scope: Clearly define the scope of IT services to be certified and document service boundaries.
- Process Implementation: Implement required ITSM processes including incident management, problem management, change management, and others.
- Service Level Management: Establish and document service level agreements (SLAs) with customers and operational level agreements (OLAs) with internal teams.
- Training and Awareness: Train staff on ITSM processes, their roles, and responsibilities in service delivery.
- Tool Implementation: Implement or configure ITSM tools to support process execution and reporting.
- Evidence Collection: Collect evidence of process execution, metrics, and continual improvement activities.
- Internal Audit and Management Review: Conduct internal audits to verify ITSMS effectiveness and hold management reviews to ensure continuous improvement.
- Pre-assessment Audit (Optional): Consider a pre-assessment audit to identify any remaining issues before the formal certification audit.
- Final Assessment and Certification: Undergo the formal certification audit (Stage 1 and Stage 2) conducted by Glocert International's accredited auditors.
- Surveillance Audits and Recertification: Maintain certification through annual surveillance audits and prepare for recertification every three years.
Typical Timeline: The certification process typically takes 4-8 months from application to certificate issuance, depending on your organization's size, complexity, and current ITSM maturity level.
ISO/IEC 20000-1 Certification Pricing
Our ISO/IEC 20000-1 certification pricing is transparent and based on your organization's size, complexity, and scope. We offer competitive rates with no hidden fees. Contact us for a customized quote tailored to your specific needs.
Request a Quote
Get a personalized estimate based on your organization's size, complexity, and IT service management requirements.
Contact Us for PricingWhat's Included in ISO/IEC 20000-1 Certification Pricing:
- Documentation review and ITSMS assessment
- Stage 1 and Stage 2 audit days (calculated per IAF MD 5)
- Technical review and certification decision
- ISO/IEC 20000-1 certificate (valid 3 years)
- Certificate listing on our public register
- First year surveillance audit
- Ongoing audit services and support
Note: ISO/IEC 20000-1 pricing may vary based on audit complexity, travel requirements, and additional services. Small organizations typically start from $3,500, medium organizations from $6,000. Contact us for a detailed, no-obligation quote.
Frequently Asked Questions (FAQ)
Find answers to common questions about ISO/IEC 20000-1 certification:
ISO/IEC 20000-1 is an international standard for IT Service Management Systems (ITSMS). You need it to demonstrate IT service management capability, improve service quality and customer satisfaction, achieve ITIL recognition, meet client or regulatory requirements, and gain competitive advantage in the marketplace.
ISO/IEC 20000-1 is aligned with ITIL (Information Technology Infrastructure Library) best practices. While ITIL provides guidance on IT service management processes, ISO/IEC 20000-1 is a certifiable standard that specifies requirements. Many organizations implement ITIL practices and then seek ISO/IEC 20000-1 certification to demonstrate their ITSM capability. The standard provides independent verification of ITIL process maturity.
The timeline varies based on your organization's size, complexity, and current ITSM maturity. Typically, the ISO/IEC 20000-1 certification process takes 4-8 months from application to certificate issuance. This includes gap analysis, ITSMS implementation, process documentation, evidence collection, internal audits, and the formal certification audit (Stage 1 and Stage 2).
ISO/IEC 20000-1 requires implementation of multiple ITSM processes including: Service Level Management, Service Reporting, Service Continuity, Budgeting & Accounting, Capacity Management, Information Security Management, Incident Management, Problem Management, Change Management, Configuration Management, Business Relationship Management, and Supplier Management. All processes must be implemented and demonstrate effectiveness.
ISO/IEC 20000-1 does not mandate specific tools. However, most organizations use ITSM tools (like ServiceNow, BMC Remedy, Jira Service Management, etc.) to support process execution, record keeping, and reporting. The standard requires that processes are documented and evidence of their operation is maintained, which ITSM tools facilitate. The key is demonstrating effective process implementation, not the specific tool used.
ISO/IEC 20000-1 certification costs vary based on organization size, complexity, and scope. Small organizations (up to 25 employees) typically start from $3,500, medium organizations (26-100 employees) from $6,000, and large organizations require custom pricing. Costs include audit days, technical review, certificate issuance, and first-year surveillance. Contact us for a detailed quote tailored to your organization.
Yes, ISO/IEC 20000-1 is ideal for managed service providers (MSPs), IT outsourcing companies, and internal IT departments. The certification demonstrates service management capability to customers and can be a differentiator in competitive situations. Many MSPs use ISO/IEC 20000-1 certification as proof of their professional service delivery capabilities.
ISO/IEC 20000-1:2018 is the latest version, published in September 2018. Key changes include: adoption of the High Level Structure (HLS) for easier integration with other management systems, clearer requirements for service management system governance, enhanced focus on risk management, updated process requirements aligned with modern ITSM practices, and removal of the prescriptive process model in favor of a more flexible approach.
After certification, your ISO/IEC 20000-1 certificate is valid for three years. You'll undergo annual surveillance audits to ensure continued compliance. You must continue operating and improving your ITSMS, collecting process metrics, and demonstrating service quality. During the third year, you'll complete a recertification audit to renew your certificate. Glocert International provides ongoing audit services through surveillance audits.
Any organization that delivers IT services can benefit, but it's particularly valuable for: managed service providers (MSPs), IT outsourcing companies, cloud service providers, telecommunications companies, financial services IT departments, healthcare IT services, government IT organizations, internal IT departments serving business units, and any organization where IT service quality is critical to business success.
ISO/IEC 20000-1:2018 follows the High Level Structure (HLS), making it easier to integrate with other management system standards like ISO 27001 for information security, ISO 9001 for quality management, and ISO 22301 for business continuity. Many organizations implement integrated management systems covering multiple standards.
Why Choose Glocert for ISO/IEC 20000-1 Certification?
Accreditations
Glocert International is a globally accredited Conformity Assessment Body for ISO/IEC 17021-1:2015 by IAS Inc, USA, a member of the IAF (International Accreditation Forum) and signatory to a number of bilateral, regional and international agreements.
This provides international recognition and acceptance to certificates issued by Glocert International in the following schemes:
- ISO 9001 – Quality Management Systems (QMS)
- ISO 20000-1 – Information Technology Service Management Systems (ITSMS)
- ISO 22301 – Business Continuity Management Systems (BCMS)
- ISO 27001 – Information Security Management Systems (ISMS)
- ISO/IEC 27701 – Privacy Information Management Systems (PIMS)
- ISO 55001 – Asset Management Systems (AMS)
Expertise in IT Service Management Auditing
Our team of experienced auditors possess in-depth knowledge of ISO/IEC 20000-1, ITIL, and IT service management best practices. We understand that every organization is unique, which is why we conduct thorough ISO/IEC 20000-1 certification audits that assess your specific service management requirements, process maturity, and compliance with ITSMS requirements.
Continuous Audit Support
Beyond ISO/IEC 20000-1 certification, we provide ongoing audit services through surveillance audits to help you maintain compliance and demonstrate continuous improvement of your ITSMS. We pride ourselves in providing the highest standard of audit services in the industry and it is a major reason why more and more organisations choose us as their certification partner for their ISO/IEC 20000-1 certification needs.
Related Certifications
Many organizations combine ISO/IEC 20000-1 with other certifications for comprehensive governance. Consider pairing ISO/IEC 20000-1 with ISO 27001 for information security management, ISO 9001 for quality management, or ISO 22301 for business continuity to create a comprehensive management system framework.
Unlock the Full Potential of Your Organization
Contact us today to learn more about our ISO/IEC 20000-1 certification and audit services and how we can verify your organization's IT service management system.
Request a QuoteCutting-Edge Solutions
Choose Glocert for innovative TIC solutions at the forefront of modern technology