ISO/IEC 20000-1:2018 Certification
specifies the basis for a IT service management system (ITSMS). However, the structure of this document is not unique to this type of system. In fact, the ISO/IEC 20000-1:2018 standard was changed to include the shared ISO high level structure (Annex SL), which helps to assure the usefulness and interconnectivity of ISO management system standards.
ISO/IEC 20000-1:2018 defines requirements for establishing, implementing, maintaining, and continually improving a service management system. It is based on a process approach to effectively manage the service lifecycle, including planning, design, transition, delivery, and improvement of services.
The standard follows the harmonized structure (Annex SL), enabling alignment with other ISO management system standards.
Key Aspects of ISO/IEC 20000-1:2018
- Provides assurance to interested party and clients for the management of IT services.
- Provides a process for Information Technology Governance.
- Provides the organization a world-class platform to execute IT services.
- Helps align and integrate the IT Services with the overall business strategy.
- Increase in overall organizational efficiency and operational performance.
- Market differentiation due to positive influence on company prestige.
- Increases vendor status of your organization.
- Minimizes internal and external risks to service continuity.
- Brings your organization to compliance with legal, regulatory, and statutory requirements - attain ISO 20000 certification compliance.
Applicability
ISO/IEC 20000-1:2018 is applicable to organizations of all sizes and sectors that provide or manage services, including but not limited to information technology services.
Importance of ISO/IEC 20000-1 Certification
- Demonstrates conformity with service management system requirements
- Supports consistency in service delivery processes
- Enhances control and monitoring of service performance
- Strengthens confidence of interested parties
- Facilitates alignment with internationally recognized practices
ISO Certification Process
The certification process is conducted in accordance with applicable standards and established audit principles, ensuring impartiality, consistency, and transparency.
Step 1 - Inquiry and Application Submission
The process is initiated upon receipt of an inquiry and a completed application form, providing details of the organization activities, scope, and relevant information.
Step 2 - Application Review and Confirmation
The application is reviewed to determine the scope of certification, audit requirements, and necessary arrangements for the certification process.
Step 3 - Stage 1 Audit Planning
An audit plan for Stage 1 is prepared and communicated, defining the scope, objectives, and schedule of the audit.
Step 4 - Stage 1 Audit Conduct
A Stage 1 audit is conducted to evaluate management system documentation, assess site-specific conditions, and determine readiness for Stage 2.
Step 5 - Stage 2 Audit Planning
Following Stage 1, a detailed audit plan for Stage 2 is established for the evaluation of effectiveness.
Step 6 - Stage 2 Audit Conduct
A Stage 2 audit is conducted to assess conformity of the management system with the applicable standard requirements.
Step 7 - Certification Decision and Issue of Certificate
An independent review of audit findings is carried out prior to the certification decision. Upon a positive certification decision, the certificate is issued.